AccountId: 011433970860
ContactId: 1724f131-9a2b-46bf-a5d0-4fc9aa8889d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138699 ms
Total Talk Time (AGENT): 63337 ms
Total Talk Time (CUSTOMER): 48700 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/1724f131-9a2b-46bf-a5d0-4fc9aa8889d9_20250506T13:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, yes, I needed to get benefits for a patient, please.
[AGENT][NEUTRAL] I can verify benefits. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. The phone num the policy number is 02493160.
[AGENT][POSITIVE] Thank you, may I have a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. And which benefit can I provide for you?
[CUSTOMER][NEUTRAL] It's for outpatient studies for an ultrasound.
[AGENT][NEUTRAL] OK. Outpatient allows $3000. It will pick up the copays, the co-insurance, and our deductibles up to the $3000.
[CUSTOMER][NEUTRAL] Is that 3000 per calendar year?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and does she still have benefits remaining on that?
[AGENT][NEUTRAL] Yes, she does. No benefits have been applied for [PII].
[CUSTOMER][NEUTRAL] OK, and then can I also get the effective date on the policy please?
[AGENT][NEUTRAL] Yes, one moment.
[AGENT][NEUTRAL] Policies effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK and um do you give reference numbers?
[AGENT][NEUTRAL] Yes, it 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 today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That was all. Thank you so much.
[AGENT][POSITIVE] You're so welcome, and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] Thank you.