AccountId: 011433970860
ContactId: 0fcfe688-671f-4712-afe4-c1b9e97365d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103120 ms
Total Talk Time (AGENT): 54369 ms
Total Talk Time (CUSTOMER): 48007 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/0fcfe688-671f-4712-afe4-c1b9e97365d4_20250404T13:07_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from a doctor's office. I'm just calling to confirm if a patient's, um, gap policy is still currently active and if it will cover their copays and deductibles in a specialist office.
[AGENT][NEUTRAL] OK, I can help you with that. Could I get your name and a call back number?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and then my name is [PII] and it should be for boy.
[AGENT][NEUTRAL] Could I get the policy number you're calling on?
[CUSTOMER][POSITIVE] Yeah I love it's 02353127 M like Mary, L like Larry, number 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the policy and you did say you were calling for eligibility and benefits for physician office. Uh, please be advised verifying benefits does not guarantee payment. Uh, the policy's been effective since [PII]. It is still active.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Um, I show the physician office visit would not be covered. If other treatment is rendered in the office, the policy will pay up to $2000 a calendar year. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, my love, can you confirm with me if she's used up any of the benefit for the treatment, the $2000?
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] I show the full amount is available for 2025.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] You're welcome you have a wonderful day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] You too love