AccountId: 011433970860
ContactId: 3e77cb6c-4254-4a57-8b3c-071e1718db58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127000 ms
Total Talk Time (AGENT): 61354 ms
Total Talk Time (CUSTOMER): 56940 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/3e77cb6c-4254-4a57-8b3c-071e1718db58_20250108T16:03_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, I'm calling from GastroMed, um, to see if a patient, um, this insurance covers the primary copay for a patient.
[AGENT][NEUTRAL] May I have a policy number along with your name and I'll verify.
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and the policy number is, hold on.
[CUSTOMER][NEUTRAL] 0, 0255.
[CUSTOMER][NEUTRAL] 642.
[CUSTOMER][NEUTRAL] 6
[AGENT][NEUTRAL] And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And I think I'm missing a policy number. I have 0255642.
[CUSTOMER][NEUTRAL] Sorry, it was 646.
[AGENT][NEUTRAL] 646.
[CUSTOMER][NEUTRAL] 2 ML.
[CUSTOMER][NEUTRAL] 8
[AGENT][NEUTRAL] Thank you. And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, the name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. And where would the place of service be?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] It's gonna be an office.
[AGENT][NEUTRAL] OK, so this plan will pick up the copays, the co-insurance and or deductibles for the office treatment, not the actual office visit.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] Oh, OK, so it doesn't cover off his physical payment, perfect.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Alrighty then, thank you so much. Is there a call reference number?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, it will be my name, which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Um, no, that was it. Thank you so much.
[AGENT][POSITIVE] You're so welcome, and thank you for calling American Public Life. Have a great day, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] You as well bye.