AccountId: 011433970860
ContactId: 4b466f2c-6141-4241-a81c-2971c2d08275
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112059 ms
Total Talk Time (AGENT): 51810 ms
Total Talk Time (CUSTOMER): 31148 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/4b466f2c-6141-4241-a81c-2971c2d08275_20250204T19:43_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 [PII], my name is [PII]. I'm calling to get benefits and eligibility on a patient please.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you're calling from the provider's office?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] May I have that provider's name, please?
[CUSTOMER][NEUTRAL] Diagnostic Center in [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Policy number I have on file is 02563056 M like Mary L like Larry 8.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in for benefits. Is there a specific benefit that you're calling in for?
[CUSTOMER][NEUTRAL] Uh, outpatient.
[AGENT][POSITIVE] OK, I'm pulling that up for you now.
[AGENT][NEUTRAL] And verification of coverage does not guarantee the payment of the claim. For this policy, the member has up to $1000 per calendar day that will go towards the primary insurance deductible, co-insurance, or co-pay. This policy is for sickness and injury only. It will not cover any preventative or wellness. Is there anything else I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] Nope, that would actually be all Tarika. Thank you so much for your help though and have a wonderful day.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well.
[CUSTOMER][POSITIVE] Good bye.
[AGENT][NEUTRAL] OK.