AccountId: 011433970860
ContactId: 4b821c84-2754-4a60-b2cd-6977d5654c07
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141240 ms
Total Talk Time (AGENT): 66610 ms
Total Talk Time (CUSTOMER): 55158 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/4b821c84-2754-4a60-b2cd-6977d5654c07_20250411T13:34_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, yes, I'm calling for benefits eligibility, please.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And you said a policy number you needed sorry?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, perfect. It's gonna be 02336121 M as in Mike L as in Liam 8.
[AGENT][POSITIVE] Thank you, may I have a good call back number for you?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's gonna be for [PII].
[CUSTOMER][NEUTRAL] Um, give me one moment so I can go on the business chart.
[CUSTOMER][NEUTRAL] Last name.
[CUSTOMER][NEUTRAL] [PII], and it's gonna be 523 of 67.
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. Plans effective [PII] and it is active. Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] For a specialist office visit and outpatient surgery done in the specialist office setting.
[AGENT][NEUTRAL] OK, so this plan does have the office treatment, but not the actual office visit benefit. So any services rendered in the doctor's office will fall under the outpatient per calendar day benefit amount of $250.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, for calendar date.
[AGENT][NEUTRAL] It does not. Yes, ma'am.
[AGENT][NEUTRAL] It does not cover the actual office visit.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK perfect um can you provide a reference number please?
[AGENT][NEUTRAL] Yes, will be my name which is [PII] Last initial is [PII] along with today's date. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, thank you so much you have a great rest of your day OK?
[AGENT][POSITIVE] Thank you for calling American Public Life. You have a great day as well. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye.