AccountId: 011433970860
ContactId: 1973756f-b4dc-4493-a974-ced25ef7ab4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222820 ms
Total Talk Time (AGENT): 69803 ms
Total Talk Time (CUSTOMER): 27783 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/1973756f-b4dc-4493-a974-ced25ef7ab4c_20250520T17:17_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] Hi, this is [PII] calling from the medical.
[AGENT][NEUTRAL] OK, I can't hear you.
[CUSTOMER][NEUTRAL] Hello
[AGENT][NEUTRAL] Hello.
[AGENT][NEGATIVE] Yes, you're, you're low. I can't hear you.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] OK. I'm hearing a lot of background. I can't hear you.
[CUSTOMER][NEUTRAL] clear
[AGENT][NEUTRAL] OK. Uh, could you just repeat your name, please?
[CUSTOMER][NEUTRAL] market
[AGENT][NEUTRAL] You said [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And are you the provider or the insured?
[AGENT][NEUTRAL] And may I please have a callback number?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I please have a policy number?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] 025
[CUSTOMER][NEUTRAL] 98
[CUSTOMER][NEUTRAL] 68
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Macro
[AGENT][NEUTRAL] Date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, and thank you so much for verifying the policy, [PII]. How may I assist you?
[CUSTOMER][POSITIVE] the benefits of this business.
[AGENT][NEUTRAL] You're needing benefits is that for outpatient inpatient, office setting?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, office setting.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] I, I want to know
[CUSTOMER][NEUTRAL] This insurance covers primary.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK. And this is for an office. Is that correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And in regards to this policy, verification of coverage does not guarantee the payment of the claim.
[AGENT][NEUTRAL] You're calling in for office visits and or procedure benefits. This policy does not cover those benefits.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] doesn't cover office visit benefits, right?
[AGENT][NEUTRAL] Correct. Anything rented within an office setting is not covered.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] You need to call a reference number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. That call reference number would be my first name, [PII].
[AGENT][NEUTRAL] Last initial of [PII] and today's date.
[AGENT][NEUTRAL] Is there anything else that I can