AccountId: 011433970860
ContactId: 2fd2e673-8841-43e2-af97-7fc7bef87bd9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124629 ms
Total Talk Time (AGENT): 66197 ms
Total Talk Time (CUSTOMER): 39083 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/2fd2e673-8841-43e2-af97-7fc7bef87bd9_20250611T13:59_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, this is [PII] Gynecology Associates of Gwinnett. I'm trying to check uh benefits for a patient.
[AGENT][NEUTRAL] [PII], I can verify benefits. May I have a policy number?
[CUSTOMER][NEUTRAL] The card doesn't have a policy number on it. It just says group number.
[AGENT][NEUTRAL] OK, may I have the group number?
[CUSTOMER][NEUTRAL] 15391.
[AGENT][NEUTRAL] May I have the patient's first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] Mhm [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised the verification of coverage does not guarantee the payment of a claim. So this policy number will be 02568064.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And which benefit can I provide for you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] We're a medical office. It's for gynecology visit.
[AGENT][NEUTRAL] So an office visit?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so this policy does not have office visit, nor does it have the office treatment benefit.
[CUSTOMER][NEUTRAL] OK. All right. Is it just a hospital um supplement?
[AGENT][NEUTRAL] Yes, this has inpatient and outpatient. It can be ER MRI facility. It just does not have the actual office visit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK alright great thank you.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too mhm bye bye.
[AGENT][NEUTRAL] Bye bye.