AccountId: 011433970860
ContactId: 5c38900f-7ada-4d07-9e0a-18c53ed76953
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130610 ms
Total Talk Time (AGENT): 60059 ms
Total Talk Time (CUSTOMER): 49400 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/5c38900f-7ada-4d07-9e0a-18c53ed76953_20250319T18:12_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] Hi [PII], my name is [PII]. I'm calling from Advanced Orthopedics of Oklahoma. I just need to verify patients eligibility.
[AGENT][NEUTRAL] I can verify eligibility. May I have the policy number?
[CUSTOMER][NEUTRAL] Yes, I have 02579329.
[AGENT][POSITIVE] Thank you, may I have a good call back number for you?
[CUSTOMER][NEUTRAL] Mhm it's [PII].
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's for [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, in that case, it is active, could I also get benefits for an office visit, a specialist office visit, and, um, an office X-rays?
[AGENT][NEUTRAL] Sure, please be advised that verification of coverage does not guarantee the payment of a claim. The actual office visit is not covered. Any office treatment will fall under the outpatient benefit amount of 3500.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um, have they met anything on that [PII]?
[AGENT][NEGATIVE] No benefits have been applied for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, well that is all I was needing for today then. And can I have a reference number for our call?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] And did you say [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK wonderful thank you so much for your help today.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] You too thank you bye bye.