AccountId: 011433970860
ContactId: 4be9295c-b832-4870-91d8-8c015255d9a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103559 ms
Total Talk Time (AGENT): 52982 ms
Total Talk Time (CUSTOMER): 53910 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/4be9295c-b832-4870-91d8-8c015255d9a8_20250305T18:37_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII] with Advanced ENT and allergy. And a patient has presented their card, uh, to us, um, as a secondary insurance, and I'm trying to get the benefits on it.
[AGENT][NEUTRAL] OK, I can take a look at that for you, [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you, the policy number you're calling on?
[CUSTOMER][NEUTRAL] It's 02449774.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, the patient's name, get back up to her. It's [PII] and date of birth is [PII].
[AGENT][POSITIVE] Thank you so much for verifying the account and you're calling for benefits today and what type of service is she coming in for?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, well, that's, we're gonna schedule a surgery for her, for her, for her nasal.
[AGENT][NEUTRAL] Is this gonna be outpatient or uh procedure in the office?
[CUSTOMER][NEUTRAL] It's an outpatient.
[AGENT][NEUTRAL] Oh OK, please be advised verifying benefits does not guarantee payment. Her policy with us has been effective since [PII]. It is still active for outpatient benefits, the policy pays up to $2000 a calendar year. Uh, I do show she has that full amount available at this time. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] Yeah, so she, she can, uh, they will pay up to $2000 and then nothing after that, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK. All right. That's what I needed to know. Thank you so much.
[AGENT][POSITIVE] You are welcome. You have a wonderful day and thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you. Bye bye.