AccountId: 011433970860
ContactId: 5c9bc225-a683-4b9d-bf1e-e48787516eff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192149 ms
Total Talk Time (AGENT): 78967 ms
Total Talk Time (CUSTOMER): 44835 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/5c9bc225-a683-4b9d-bf1e-e48787516eff_20250304T14:56_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII], and I have a few questions about my patient's insurance.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] It is 02588271.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying his account and you said you had questions uh regarding his policy.
[CUSTOMER][POSITIVE] Yes, he's making sure he's active and we're in network because this is kind of a new plan that I haven't seen a whole lot.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, um, uh, his policy is active. It's been effective since [PII]. This is a non-contracted policy, so he is able to go to any, uh, provider. It does pay on a fee schedule.
[CUSTOMER][NEUTRAL] Alright, and what fee schedule is the?
[AGENT][NEUTRAL] Uh, I can send you over, um, a copy of his.
[AGENT][NEUTRAL] Uh, benefits with all covered procedures, um, at this time he hasn't used any of any of his benefits so the full amount would be available. Uh, let me get that pulled up for you.
[CUSTOMER][POSITIVE] Alright, that'll work.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Well they gave
[AGENT][NEUTRAL] OK, and would I be sending that to your attention?
[CUSTOMER][NEUTRAL] Um, yes.
[AGENT][NEUTRAL] And [PII], what is that fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] As well
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] OK, I have [PII].
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, it's on its way. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Um, no, that is it. Thank you so much.
[AGENT][POSITIVE] You're welcome you have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][NEUTRAL] Bye bye.