AccountId: 011433970860
ContactId: 2e447a82-727f-4725-8b4f-1c8d15361a1a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111300 ms
Total Talk Time (AGENT): 57101 ms
Total Talk Time (CUSTOMER): 26458 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/2e447a82-727f-4725-8b4f-1c8d15361a1a_20250423T16:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from Cardiology PC. I need to verify coverage for a patient, please.
[AGENT][NEUTRAL] OK, may I please have a callback number?
[CUSTOMER][NEUTRAL] I'm sorry, can you repeat that?
[AGENT][NEUTRAL] Callback number?
[CUSTOMER][NEUTRAL] Um, [PII], no extension.
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Uh, I have 01526349 for [PII].
[AGENT][NEUTRAL] And date of birth please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you're calling in for benefits is this for inpatient, outpatient or an office setting.
[CUSTOMER][NEUTRAL] Uh, specialist office visit.
[AGENT][POSITIVE] Thank you, and I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And verification of coverage does not guarantee the payment of the claim. For the office visit fee, the member does not have that benefit, but for a procedure that is rendered within an office setting, the member has up to $4500 per calendar year. That will go towards the primary insurance deductible, co-insurance, or co-pay for the procedure.
[AGENT][NEUTRAL] This policy is only for sickness and injury only. It does not cover any preventative or wellness. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's all thank you so much.
[AGENT][POSITIVE] You're welcome, thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.