AccountId: 011433970860
ContactId: 26aade13-7eef-44e9-b642-ae8bf8469e65
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122080 ms
Total Talk Time (AGENT): 48511 ms
Total Talk Time (CUSTOMER): 58061 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/26aade13-7eef-44e9-b642-ae8bf8469e65_20250529T20:44_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] Good afternoon. My name is [PII]. I'm calling to verify a patient's benefits.
[AGENT][NEUTRAL] I can verify benefits, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Sure. 01991307, M as in Mary, L as in Larry, 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII], there is no extension.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], um, date of birth [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised the verification of coverage does not guarantee the payment of a claim. Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Um, yeah, so he's scheduled for a colonoscopy, so I would like to have his outpatient benefits.
[AGENT][NEUTRAL] Outpatient per current allows $500.
[CUSTOMER][NEUTRAL] OK, $500 for proper occurrence, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright perfect and as a gap insurance there is no authorization required, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Perfect. All right, thank you. And can I have the, you said your name is [PII] or [PII]?
[AGENT][NEUTRAL] It's [PII] Last initial is [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and can I have a reference for the call?
[AGENT][NEUTRAL] It will be my name, last initial [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That was it. Thank you so much. I appreciate your help.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great evening. Bye-bye.
[CUSTOMER][POSITIVE] You too thank you bye.