AccountId: 011433970860
ContactId: ef93fb19-45eb-40b8-8506-8663647a34ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136039 ms
Total Talk Time (AGENT): 56120 ms
Total Talk Time (CUSTOMER): 60416 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/ef93fb19-45eb-40b8-8506-8663647a34ff_20250117T20:11_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, [PII]. This is [PII] with Physicians Outpatient Surgery Center. I am calling to verify uh benefits on a Mr. [PII].
[AGENT][NEUTRAL] May I have a callback number and then the policy number?
[CUSTOMER][NEUTRAL] Yes, my call back is [PII].
[CUSTOMER][NEUTRAL] Members policy number is 024.
[CUSTOMER][NEUTRAL] 87948.
[CUSTOMER][NEUTRAL] M L as in medlink 8.
[AGENT][NEUTRAL] May I have the date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You said that you were calling in for benefits. Is there a specific benefit I can assist you with?
[CUSTOMER][NEUTRAL] Um, this is for outpatient surgery scheduled for [PII]. Do you need procedure code or uh?
[AGENT][NEUTRAL] Nope, no procedure code is needed and this is done within an outpatient facility.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I can assist you with that and verification of coverage does not guarantee the payment of the claim for outpatient, the member has up to $8000 per calendar year that will go towards the primary insurance deductible, co-insurance, or co-pay. This policy is for sickness and injury only. It will not cover any preventative or wellness. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] OK, and he has the, um, he has the 8000 available. Has he used the 8000 or is that?
[AGENT][NEGATIVE] As of right now, the member has not used any benefits.
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][POSITIVE] Alright, uh, I guess that's it, yeah, that's it. Thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][POSITIVE] Thank you, bye.