AccountId: 011433970860
ContactId: 51e43b06-192c-46b0-a26d-1484b84dd648
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123790 ms
Total Talk Time (AGENT): 56241 ms
Total Talk Time (CUSTOMER): 38921 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/51e43b06-192c-46b0-a26d-1484b84dd648_20250320T13:58_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] The
[CUSTOMER][NEUTRAL] [PII], hi, my name is [PII]. I'm calling from Doctor [PII]'s office. Want to verify benefits on the patient, please.
[AGENT][NEUTRAL] I can verify benefits, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Sure, it's 02487919.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. His date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. And which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Medical office visit.
[AGENT][NEUTRAL] OK, one moment, I'll get this pulled up. This is a hospital indemnity plan. It is a limited benefit plan. There are only benefits. There's no copays. So one moment.
[AGENT][NEUTRAL] Physician office allows $75 per day, max 6 days per calendar year.
[CUSTOMER][NEUTRAL] OK, so it's still active, it's active policy.
[AGENT][NEUTRAL] Yes, ma'am. Policy is effective [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, [PII], I certainly appreciate it.
[AGENT][POSITIVE] You're so welcome. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, ma'am, you've been more than accommodating. You have a great rest of your day.
[AGENT][POSITIVE] [PII], thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you. Mhm.