AccountId: 011433970860
ContactId: 35a99476-ad13-4ca4-8e3e-d95a21f7276c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153869 ms
Total Talk Time (AGENT): 72639 ms
Total Talk Time (CUSTOMER): 61575 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/35a99476-ad13-4ca4-8e3e-d95a21f7276c_20250506T13:16_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. My name is [PII]. I'm calling from a physician office to verify patients benefits.
[AGENT][NEUTRAL] I can verify benefits. May I have a policy number?
[CUSTOMER][NEUTRAL] Sure it's 01611692 ML 8.
[AGENT][POSITIVE] Thank you. 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 [PII], uh, [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. This plan is effective [PII] and it is active.
[AGENT][NEUTRAL] Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Alright, I would like to verify outpatient benefits like um ultrasounds done in office, surgical procedure or office specific called.
[AGENT][NEUTRAL] Outpatient calendar year lasts 1500.
[AGENT][NEUTRAL] And there is no office visit benefit. The treatment in the office falls under the outpatient calendar year of 1500.
[CUSTOMER][POSITIVE] Perfect and not office visit a cover.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Good, perfect thank you um do you know if for inpatient would be the cinema?
[AGENT][NEUTRAL] Let's see, the inpatient allows.
[AGENT][NEUTRAL] 2500.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Has she made anything for her $1500 for her out um outpatient services?
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She has used.
[AGENT][NEUTRAL] $79.77 towards her $1500 for outpatient.
[CUSTOMER][NEUTRAL] There you go.
[AGENT][NEUTRAL] No inpatient has been used.
[CUSTOMER][POSITIVE] Perfect thank you so much that would be all. May I have please a reference number?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Thank you so much [PII] have a wonderful day.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you, thank you.