AccountId: 011433970860
ContactId: ed9e1a47-a438-480a-be83-464abe551eec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126519 ms
Total Talk Time (AGENT): 47658 ms
Total Talk Time (CUSTOMER): 47859 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/ed9e1a47-a438-480a-be83-464abe551eec_20250205T20:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I am calling to verify benefits for a patient.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Absolutely it's [PII]. My callback number is [PII].
[AGENT][NEUTRAL] And [PII], may I please have the policy number?
[CUSTOMER][NEUTRAL] Yes, absolutely, so it is, oh hold on, I gotta scroll back up here.
[CUSTOMER][NEUTRAL] Um, policy number would be 020391.
[CUSTOMER][NEUTRAL] 83.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Patient name and date of birth please.
[CUSTOMER][NEUTRAL] It is [PII]. Birth date is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're calling in for benefits for this member?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Is this for outpatient in office setting? what type of benefit?
[CUSTOMER][NEUTRAL] Um, office setting.
[AGENT][NEUTRAL] I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I was gonna say I was just calling to make sure it was the same thing as last year.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So for this policy verification of coverage does not guarantee the payment of the claim. For any office visit, we do not a benefit, but for a procedure written within the office setting, the member has up to $5000 per calendar year, but they do have a $1000 deductible that would have to be met.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Per year.
[CUSTOMER][POSITIVE] OK, and then that deductible is $1000 perfect, that was what I needed.
[AGENT][NEUTRAL] OK, and is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] No, ma'am, that was everything.
[AGENT][POSITIVE] Thank thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] Thank you for calling.
[CUSTOMER][POSITIVE] Yes, you too you too bye bye.
[AGENT][POSITIVE] Thank you.