AccountId: 011433970860
ContactId: 34df290a-9ac9-4d6f-ba59-2421048641b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154619 ms
Total Talk Time (AGENT): 61551 ms
Total Talk Time (CUSTOMER): 71727 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/34df290a-9ac9-4d6f-ba59-2421048641b9_20250402T13:29_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, good morning. I'm calling uh to get benefits for specialist office visit and um ultrasound being done in the office as a secondary or as you guys, oh, you guys are a gap. I'm sorry.
[AGENT][NEUTRAL] I can
[AGENT][NEUTRAL] I can verify benefits. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Yeah, uh, my name is [PII]. Uh, policy number I have is 01887395ML8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] I have the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. So it looks like this plan turned 11-1-2023, and there is no active policy on file.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] What the heck why they have us calling? That's a long time ago, 111-2023. And is there any sign of like a new policy or anything like that?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I'm not showing any other policies. Do you by chance have the Social Security number?
[CUSTOMER][NEUTRAL] Let's see if they provided that.
[AGENT][NEUTRAL] I'm not seeing any other policy listed.
[AGENT][NEUTRAL] I've done a name search.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, no, they didn't give us uh social right.
[CUSTOMER][NEUTRAL] That's fine. um I'll just call the member and let them know, hey, we're gonna remove this and go from there.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Nope, uh, just your name and if you have a reference number I know you gave me your name before. I'm sorry.
[AGENT][NEUTRAL] Yes, it's [PII] Last initial is [PII] along with today's date will be the reference number.
[CUSTOMER][POSITIVE] Got it, thank you for your help.
[AGENT][POSITIVE] You're so welcome, and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Bye you too.