AccountId: 011433970860
ContactId: 1814ebda-ec8c-4f41-8a9f-c45b22b290eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152559 ms
Total Talk Time (AGENT): 80889 ms
Total Talk Time (CUSTOMER): 54404 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/1814ebda-ec8c-4f41-8a9f-c45b22b290eb_20250311T13:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Thank you, my name is [PII]. I'm calling from the doctor's office. I need to check benefits and eligibility for specialist office visit, please.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, it's 0246255.
[CUSTOMER][NEUTRAL] 7 ML 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. This plan is effective [PII] and it is active.
[AGENT][NEGATIVE] This plan does not have office visit benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It does have the office treatment, but no actual office visit.
[CUSTOMER][NEUTRAL] Oh please give me the office basic treatment.
[AGENT][NEUTRAL] The treatment is under the outpatient calendar year benefit amount of 2500.
[CUSTOMER][NEUTRAL] 2500.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And the accumulation.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, I do apologize for that. This plan does not have the office treatment either. I do apologize for that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Only for hospital?
[AGENT][NEUTRAL] Only for inpatient and outpatient, labs, urgent care, emergency rooms.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're so welcome, [PII]. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Mm, your name?
[AGENT][NEUTRAL] [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] I love [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], yes, [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're so welcome, [PII] and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.