AccountId: 011433970860
ContactId: 2977dd21-f6cd-47e9-a8a9-c527eaee016d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110120 ms
Total Talk Time (AGENT): 49322 ms
Total Talk Time (CUSTOMER): 41060 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/2977dd21-f6cd-47e9-a8a9-c527eaee016d_20250107T14:44_UTC.wav
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[AGENT][NEUTRAL] calling American Public Life, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to confirm a patient's um benefit with their cap insurance.
[AGENT][NEUTRAL] I can verify benefits. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] My name is [PII] A. Policy number is 02521782 M as in Mary, L as in Larry 8.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] 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] Uh, date of birth [PII]. Name is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised verification of coverage does not guarantee the payment of a claim. And which benefit can I provide for you?
[CUSTOMER][NEUTRAL] I wanted to confirm if the patient's plan covers office copays.
[AGENT][NEUTRAL] This policy does not have office visit benefits.
[CUSTOMER][NEUTRAL] OK, do they cover treatments and procedures?
[AGENT][NEGATIVE] No, ma'am, it does not.
[CUSTOMER][NEGATIVE] So X-rays and ultrasounds are not covered either.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] X-rays and ultrasounds?
[AGENT][NEUTRAL] If they're performed in an outpatient, but not if they're performed in the office.
[CUSTOMER][NEUTRAL] OK, can I have your name and a reference number please?
[AGENT][NEUTRAL] Yes, it's [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] You're welcome bye.