AccountId: 011433970860
ContactId: 2395fc6c-7c7e-46bd-849d-c3fa64dba8e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169210 ms
Total Talk Time (AGENT): 86027 ms
Total Talk Time (CUSTOMER): 43152 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/2395fc6c-7c7e-46bd-849d-c3fa64dba8e1_20250609T13:29_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from a provider's office calling to see if um a patient's plan covers their co-pay.
[AGENT][NEUTRAL] OK, I can take a look at that for you. Could I get your name and today, I'm sorry, your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. Last name initial [PII] and the callback number is [PII], and I'm at [PII] [PII].
[AGENT][NEUTRAL] Thank you. What is the policy number you're calling on?
[CUSTOMER][NEUTRAL] The policy number I have is 60801.
[AGENT][NEUTRAL] OK, that's not our policy number. That would be the payer ID.
[AGENT][NEUTRAL] Uh, let's see
[CUSTOMER][NEUTRAL] OK, so
[AGENT][NEUTRAL] Do you have a social for the patient?
[CUSTOMER][NEUTRAL] I do not. I'll have to call back the patient and get the correct ID number.
[AGENT][NEUTRAL] OK, I can check the last, uh, with the first and last name. What is the patient's last name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So the last name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], yes ma'am.
[AGENT][NEUTRAL] OK, and the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is her date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much. I have her pulled up here and let me provide you with her policy number with us.
[AGENT][NEUTRAL] It is 254.
[CUSTOMER][POSITIVE] I appreciate it.
[AGENT][NEUTRAL] 3182.
[AGENT][NEUTRAL] And you're calling today to see what her benefit is for a physician visit?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, please be advised verifying benefits does not guarantee payment. Uh, looks like her policy with us has been effective since [PII]. She is still active. I show that this policy would not.
[AGENT][NEUTRAL] Cover the office visit co-pay. However, if she receives other treatment, uh, the other treatment will pay up to $1000 a day.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Oh that's all. Can I just have a reference number for the call?
[AGENT][NEUTRAL] To reference our call, you'll use my name [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Have a wonderful day. Thank you for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you you too.