AccountId: 011433970860
ContactId: 469b7a75-878b-43db-99e2-26b790aae506
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102010 ms
Total Talk Time (AGENT): 50298 ms
Total Talk Time (CUSTOMER): 38017 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/469b7a75-878b-43db-99e2-26b790aae506_20250324T16:31_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 for benefits for an office procedure.
[AGENT][NEUTRAL] I can verify benefits. May I have your name and a policy number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Policy is 024489997 ML8.
[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] [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of the claim. Treatment in the office allows outpatient per calendar day $500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, got it, so $500 per day. You guys don't cover the office visit, is that right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, and what is the patient's effective dates?
[AGENT][NEUTRAL] The patient's effective date will be [PII] and it is active.
[CUSTOMER][NEUTRAL] OK, got it. Alright, what was your name again? I'm sorry.
[AGENT][NEUTRAL] It's [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that's all thank you for your help.
[AGENT][POSITIVE] Thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.