AccountId: 011433970860
ContactId: 3312ce81-352d-4071-9c1c-0847b627bf93
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109260 ms
Total Talk Time (AGENT): 40669 ms
Total Talk Time (CUSTOMER): 49528 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/3312ce81-352d-4071-9c1c-0847b627bf93_20250501T18:21_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How can I assist you today?
[CUSTOMER][POSITIVE] Yes, I'm calling to get uh benefits on our patient's account, American Public Life exact you guys cover.
[AGENT][POSITIVE] I'll be happy to assist.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And what is the
[AGENT][NEUTRAL] OK, and what is the policy number?
[CUSTOMER][NEUTRAL] Uh, hold on, it is.
[CUSTOMER][NEUTRAL] 02465027 ML8
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], uh, [PII].
[AGENT][NEUTRAL] Thank you for that. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] This is just an in the doctor's office outpatient it'd be office actually specialist.
[AGENT][NEUTRAL] I, I show this policy does not have benefits for treatment in an office or clinic setting.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] OK, thank you that's what I needed to know.
[AGENT][POSITIVE] Alright, was there anything else I can assist with today? Well, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] You too.