AccountId: 011433970860
ContactId: 4bbedea4-ed26-46fc-8ce4-af10fbd87087
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129990 ms
Total Talk Time (AGENT): 66401 ms
Total Talk Time (CUSTOMER): 38121 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/4bbedea4-ed26-46fc-8ce4-af10fbd87087_20250514T13:47_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] Hey [PII], my name is [PII]. I'm calling from Neurological Associates of Augusta. I'm calling to verify eligibility and benefits for a patient.
[AGENT][NEUTRAL] I can verify benefits and eligibility, [PII], may I have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02356084.
[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 the verification of coverage does not guarantee the payment of a claim. This policy is effective [PII] and it is active.
[AGENT][NEUTRAL] Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, medical office visit?
[AGENT][NEUTRAL] OK. So, under this plan, they have the office treatment, but not the actual office visit benefit.
[AGENT][NEUTRAL] So, any treatment received in the office falls under the outpatient calendar year benefit amount of 1500.
[CUSTOMER][POSITIVE] OK, thank you. How much of that has been met?
[AGENT][NEUTRAL] One moment.
[AGENT][NEGATIVE] No benefits have been applied for [PII].
[CUSTOMER][POSITIVE] OK, thank you so much and is there a reference number?
[AGENT][NEUTRAL] 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 today?
[CUSTOMER][POSITIVE] No, ma'am, that'll be all. Thank you so much for your help today.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.