AccountId: 011433970860
ContactId: 569c9ed7-82ef-462c-b7c6-2d0070d30618
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111660 ms
Total Talk Time (AGENT): 56223 ms
Total Talk Time (CUSTOMER): 33929 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/569c9ed7-82ef-462c-b7c6-2d0070d30618_20250317T15:09_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] Yes, hi, my name is [PII]. I'm calling from a provider's office. I need to verify benefits for a patient, please.
[AGENT][NEUTRAL] I can verify benefits, [PII], may I have a policy number?
[CUSTOMER][NEUTRAL] It is 02496804.
[AGENT][NEUTRAL] [PII], may I have a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. 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] Outpatient?
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] Outpatient allows $4000. It will pick up the copays, the co-insurance, and our deductible up to the $4000.
[CUSTOMER][NEUTRAL] OK, have they used any of that coverage?
[AGENT][NEUTRAL] One moment, I'll get that pulled up.
[AGENT][NEGATIVE] No benefits have been applied for [PII].
[CUSTOMER][POSITIVE] OK, perfect. Can I have a call reference number please?
[AGENT][NEUTRAL] Yes, 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?
[CUSTOMER][POSITIVE] No, that's all for today thank you so much.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. Have a great day, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye.