AccountId: 011433970860
ContactId: 4305a978-1ffb-40a2-97bf-85d3a6e9a751
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106910 ms
Total Talk Time (AGENT): 44571 ms
Total Talk Time (CUSTOMER): 39627 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/4305a978-1ffb-40a2-97bf-85d3a6e9a751_20250424T14:23_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] Hi, good morning. I'm calling from a provider's office to check uh patients uh eligibility and benefits.
[AGENT][NEUTRAL] OK, may I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII] and our callback number is [PII].
[AGENT][NEUTRAL] And [PII], may I please have the policy number?
[CUSTOMER][NEUTRAL] It is 02345074.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] with the date of date of birth of [PII].
[AGENT][POSITIVE] And thank you so much for verifying the policy. You're calling in for benefits and eligibility. Is there a specific benefit that you're calling in for?
[CUSTOMER][NEUTRAL] Uh, just for a specialist office visit.
[AGENT][POSITIVE] OK, I can assist you with that. I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Today at [PII]
[AGENT][NEUTRAL] And verification of coverage does not guarantee the payment of the claim. For this policy, it does not show that the member has any office benefits.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] No office benefits.
[CUSTOMER][NEUTRAL] OK, alright, that's all I needed to know.
[AGENT][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] Is there a reference number for the call?
[AGENT][NEUTRAL] Yes, it will be my first name, [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] OK, you got it perfect thank you so much.
[AGENT][POSITIVE] Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.