AccountId: 011433970860
ContactId: 19d2040a-a0a2-4710-a71f-647a2ca410a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110160 ms
Total Talk Time (AGENT): 54124 ms
Total Talk Time (CUSTOMER): 36990 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/19d2040a-a0a2-4710-a71f-647a2ca410a4_20250617T19:11_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. I'm calling from a provider's office. I just need to checking eligibility and benefits on one of our patients, please.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] 02583260 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] [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.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Um, for a specialist office visit,
[AGENT][NEUTRAL] OK. So this policy does not have the office visit benefit?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Nor does it have the treatment for office procedures.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEGATIVE] It's not covered.
[CUSTOMER][POSITIVE] Thank you so much. Can I have a reference number for this call?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right. Thank you so much, [PII]. That's all I need to know. Have a great day.
[AGENT][POSITIVE] You know, you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Mm.