AccountId: 011433970860
ContactId: fb75fa6c-3de2-47bc-9cdb-98b8533952ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193220 ms
Total Talk Time (AGENT): 82001 ms
Total Talk Time (CUSTOMER): 60697 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/fb75fa6c-3de2-47bc-9cdb-98b8533952ff_20250421T15:36_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, good afternoon. My name is [PII] and I'm calling from Baptismal Patient.
[CUSTOMER][NEUTRAL] I'm calling to check if a patient have outpatient benefits, please.
[AGENT][NEUTRAL] OK, may I please have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] The policy number, it is 1487821 and [PII], number 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII]. I'm sorry, [PII].
[AGENT][POSITIVE] OK, and thank you so much [PII], for verifying the policy. You're calling in for outpatient benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and I'm pulling that information up for you now. This member does have a new policy number. Are you ready for that?
[CUSTOMER][NEUTRAL] Um, give me one second
[CUSTOMER][POSITIVE] I am ready now.
[AGENT][NEUTRAL] The policy number is 258.
[AGENT][NEUTRAL] 17
[AGENT][NEUTRAL] 83 and it does show that the policy's effective date is [PII].
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And in regards to the member's benefit, verification of coverage does not guarantee the payment of the claim. For outpatient, the member has up to $4000 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 does not cover any preventative or wellness. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Yes. Has the patient used any of those 4 of those 4000?
[AGENT][NEUTRAL] Let me check that for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEGATIVE] As of right now it shows that the member has not used any of their benefits.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. Can I have one more time your name, the initial of your last name, and a reference number, please?
[AGENT][NEUTRAL] Yes, the reference number will be my first name, [PII], last initial of [PII] and today's date.
[CUSTOMER][NEUTRAL] And what is your time zone?
[AGENT][NEUTRAL] It is Central Standard.
[CUSTOMER][POSITIVE] Perfect. Thank you so much, Ms. [PII], for your help.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life [PII], have a great day.
[CUSTOMER][NEUTRAL] Likewise, bye.
[AGENT][POSITIVE] Thank you, bye.