AccountId: 011433970860
ContactId: 50030440-e473-4a1c-82cd-1d6c599deab7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84419 ms
Total Talk Time (AGENT): 35957 ms
Total Talk Time (CUSTOMER): 26657 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/50030440-e473-4a1c-82cd-1d6c599deab7_20250619T14:10_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, yes, my name is [PII]. I'm calling from Dynamic Therapeutics, and I was calling to see if I could get chiropractic benefits for a patient.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] That is 025.
[CUSTOMER][NEUTRAL] 852-220
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in for Cairo Benefits. I can assist you with that. I'm pulling that up for you now.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And for this policy verification of coverage does not guarantee the payment of the claim. This policy shows that the member does not have the Cairo benefit plan.
[AGENT][NEUTRAL] So we do not cover [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] All right, that's all I needed for today thank you so much for all of your help.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day, [PII].
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you, bye.