AccountId: 011433970860
ContactId: 172c2de0-779c-499a-a30c-d70a89234c66
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143199 ms
Total Talk Time (AGENT): 66048 ms
Total Talk Time (CUSTOMER): 47003 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/172c2de0-779c-499a-a30c-d70a89234c66_20250612T18:13_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] I was calling to get benefit information for a patient.
[AGENT][NEUTRAL] May I have your name and then a callback number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII], and then the callback number is [PII]. And your name again is?
[AGENT][NEUTRAL] It is [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And may I please have the policy number?
[CUSTOMER][NEUTRAL] It is 02509932 M as in Mary, L as in Larry, 7.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and her date of birth is [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in for eligibility and benefits for this member?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, she's gonna be coming here for her delivery, so I need her, what her coverage is for inpatient.
[AGENT][POSITIVE] OK, I can assist you with that. I'm pulling it up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And for this member, verification of coverage does not guarantee the payment of the claim. This policy is currently active with the effective date of [PII]. For inpatient, the member has up to $2000 per calendar year that will go towards the primary insurance deductible, co-insurance, or co-pay.
[AGENT][NEUTRAL] This policy is for sickness and. It does not cover any type of preventative or wellness. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Are you able to tell me if she's used any of that [PII]?
[AGENT][NEGATIVE] As of right now, the member has not used any of their benefits.
[CUSTOMER][NEUTRAL] Perfect. And is there a reference number for the car or is it just your name and today's date?
[AGENT][NEUTRAL] It would be my first name, last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you so much for all your help today.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you, bye.