AccountId: 011433970860
ContactId: 3c34e5d5-1d41-4477-a83a-6d2e8c2d0439
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115059 ms
Total Talk Time (AGENT): 41619 ms
Total Talk Time (CUSTOMER): 36419 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/3c34e5d5-1d41-4477-a83a-6d2e8c2d0439_20250225T19:37_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] Yeah
[CUSTOMER][NEUTRAL] Hi, yes, I'm trying to get uh information about this patient's secondary insurance.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] It's sorry, [PII] and then callback number is [PII].
[AGENT][NEUTRAL] Yes, and may I please have the policy number?
[CUSTOMER][NEUTRAL] It is 971-141.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII], [PII].
[AGENT][NEUTRAL] And what type of information are you needing for this member?
[CUSTOMER][NEUTRAL] I'm trying to see if uh this sorry if this patient secondary covers occupational therapy.
[AGENT][NEUTRAL] OK, I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And verification of coverage does not guarantee the payment of the claim for this policy, occupational therapy is not covered. It is considered a non-covered benefit.
[CUSTOMER][NEUTRAL] OK, so OT is not covered.
[AGENT][NEUTRAL] And is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] No, is there any form of reference number?
[AGENT][NEUTRAL] The reference will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye-bye.