AccountId: 011433970860
ContactId: f6ae4be7-4de0-442b-bf6e-47ccbeee692a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149419 ms
Total Talk Time (AGENT): 67278 ms
Total Talk Time (CUSTOMER): 61627 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/f6ae4be7-4de0-442b-bf6e-47ccbeee692a_20250319T20:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello hello, my name is [PII] from Cleveland Clinic. I'm calling to check if this patient is currently active, and I also need to check if we are in network or out of network and benefits for mammography.
[AGENT][NEUTRAL] May I have a policy number?
[CUSTOMER][NEUTRAL] Policy number will be 0257939997.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]. No extension.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and her birthday will be [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. This policy is effective [PII] and it is active. There is no network that can utilize any provider.
[CUSTOMER][NEUTRAL] the verification.
[AGENT][NEUTRAL] Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Which
[CUSTOMER][NEUTRAL] I need a mammograph.
[AGENT][NEUTRAL] Where would the place of service be? inpatient, outpatient?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um, office setting.
[AGENT][NEUTRAL] OK, so that will fall under the outpatient benefit amount of $500 per calendar day.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, and there is no copay, no insurance?
[AGENT][NEUTRAL] This plan follows the primary. It will pick up the copays, the co-insurance, and our deductibles.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] This fishing doesn't requireization for mammograph, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Thank you so much. Uh, may I have, uh, it shows your last name and a call reference please?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes, the call reference will be my name, which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That's all. Thank you so much. Have a good day.
[AGENT][POSITIVE] Thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.