AccountId: 011433970860
ContactId: 1d424586-8412-49b5-8565-1b0c0652df16
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116680 ms
Total Talk Time (AGENT): 57305 ms
Total Talk Time (CUSTOMER): 53825 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/1d424586-8412-49b5-8565-1b0c0652df16_20250103T14:14_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] Hi Ms. [PII], this is [PII] at Acadi Practitioners. I'm calling to, uh, verify eligibility and benefits for a patient.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Sure, it is 02485421.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and 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. OK, this plan is effective [PII] and it is active.
[AGENT][NEUTRAL] Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Um, co-pay, coinsurance, deductible.
[AGENT][NEUTRAL] Where would the place of service be?
[CUSTOMER][NEUTRAL] Like the uh the like outpatient or inpatient?
[AGENT][NEUTRAL] Yes, ma'am. Would it be in the doctor's office, outpatient, inpatient? OK. So physician's office benefits are not covered under this plan. It looks like this plan is inpatient and outpatient only.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So, emergency rooms, urgent care.
[CUSTOMER][NEUTRAL] OK, so I would still look at.
[CUSTOMER][NEUTRAL] Got you, I would still look at primary.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, co-pay.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, alright, thank you so much, Ms. [PII].
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.