AccountId: 011433970860
ContactId: 13003ffd-4591-4535-b286-511cf563b2da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125769 ms
Total Talk Time (AGENT): 75645 ms
Total Talk Time (CUSTOMER): 42262 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/13003ffd-4591-4535-b286-511cf563b2da_20250226T15:31_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Good morning how are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] Good, I'm calling to get benefits and eligibility for a member please.
[AGENT][NEUTRAL] OK, I can help you with that. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Of course it's [PII] and [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] Of course it is 01.
[CUSTOMER][NEUTRAL] 598755
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] It is [PII] and it's [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying her policy and you did say benefits today. What type of service is she coming in for?
[CUSTOMER][NEUTRAL] Alright bye.
[CUSTOMER][NEUTRAL] For an office visit and then an office procedure done at the office with the specialist.
[AGENT][NEUTRAL] OK, please, OK, please be advised verifying benefits does not guarantee payment.
[AGENT][POSITIVE] I show her policy has been effective since, let's see, sorry about that.
[CUSTOMER][NEUTRAL] It's OK, you're fine.
[AGENT][NEUTRAL] Uh, [PII]. It is still active.
[AGENT][NEUTRAL] I show for.
[AGENT][NEUTRAL] Uh, the policy would not cover the office visit co-pay.
[AGENT][NEUTRAL] Uh, for the procedure done in the office, the policy pays up to $3500 a calendar year. Um, she does have that full amount available at this time. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] No, that was all. If you could just provide me a reference for the call please.
[AGENT][NEUTRAL] Yes ma'am, to reference our call, you will use my name [PII] and today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much you have a good day OK?
[AGENT][POSITIVE] You're welcome [PII]. You have a wonderful day yourself. Thank you for calling APL.
[CUSTOMER][POSITIVE] You, you too. Thank you. Thank you, bye bye.
[AGENT][NEUTRAL] Bye bye.