AccountId: 011433970860
ContactId: 57d48d41-fe37-4abb-a641-fdd608e80c29
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117930 ms
Total Talk Time (AGENT): 50952 ms
Total Talk Time (CUSTOMER): 43565 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/57d48d41-fe37-4abb-a641-fdd608e80c29_20250217T16:53_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Doctor [PII]'s office. I'm calling to see if the patient is still active with the American Public Life.
[AGENT][POSITIVE] I'd be happy to assist the ability. May I have your first name please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] And probably if I can get a good call back number for.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Um, 01893583 M as in Mary, L as in Larry.
[CUSTOMER][NEUTRAL] Number 8
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient office visit?
[AGENT][NEUTRAL] OK. I do show the per day maximum for outpatient is $500. Now that does not include the co-pay that's associated with the physician's charges. It only includes treatment and procedures at the visit.
[CUSTOMER][NEUTRAL] Treatment.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Procedures.
[CUSTOMER][NEUTRAL] OK, no office visit copay is covered, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, can I have a reference number for the call today, please?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII] [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] [PII], is it with two S or 1 L1?
[AGENT][POSITIVE] That's correct. 2.
[CUSTOMER][POSITIVE] 28. OK, thank you [PII] have a nice day.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.