AccountId: 011433970860
ContactId: 0e64a6cb-c9d9-4cf9-868a-76893300328f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96110 ms
Total Talk Time (AGENT): 45588 ms
Total Talk Time (CUSTOMER): 48387 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/0e64a6cb-c9d9-4cf9-868a-76893300328f_20250519T18:46_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hello, I'm calling from Doctor [PII]'s office. I need to go over benefits on a patient, please.
[AGENT][NEUTRAL] OK, I can help you with that. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], that's [PII], and the callback number is [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] 02564467 ML 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, patient is [PII] Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the policy and you did say you were calling for benefits today.
[CUSTOMER][NEUTRAL] Yeah, she has a deductible plan with her primary plan, so any procedures rendered in the doctor's office would be subject to the patient's deductible. Does this gap plan cover procedures in the office?
[AGENT][NEUTRAL] OK, please be advised verifying benefits does not guarantee payment. Uh, her policy with us does cover, uh, other treatment in the office. The policy will pay up to $1500 a day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, so she does have benefits for procedures rendered in the doctor's office. May I have a reference number for the call?
[AGENT][NEUTRAL] Yes ma'am, to reference our call, you will use my name [PII] and today's date. And is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's all thank you. All right, bye bye thank you you too bye bye.
[AGENT][POSITIVE] OK, have a wonderful day thank you for calling [PII] bye bye.