AccountId: 011433970860
ContactId: 5f14e1d5-f295-4236-9f7b-e125dba1e905
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136899 ms
Total Talk Time (AGENT): 42519 ms
Total Talk Time (CUSTOMER): 38501 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/5f14e1d5-f295-4236-9f7b-e125dba1e905_20250325T17:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] My name is [PII]. I have a few questions about a patient.
[AGENT][NEUTRAL] May I have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] Um, 01780611.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. How may I assist you?
[CUSTOMER][NEUTRAL] Is there any way I can get a fact back of benefits?
[AGENT][NEUTRAL] Yes, may I have the fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, I will get that submitted over to you. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Um, is it a PPO plan, and can I have the effective date and does she have any history on file?
[AGENT][NEUTRAL] Let me check that for you.
[CUSTOMER][NEUTRAL] 5
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] And for this policy, it's not an in or out of network policy. It's just based off of the benefits that is listed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And for the effective date it is showing 31 of 25.
[CUSTOMER][NEUTRAL] 25 OK and then does she have any history on file at all?
[AGENT][NEGATIVE] And as of right now they're showing that the member does not have any history for.
[AGENT][NEUTRAL] This policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] You're welcome. Is there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, no.
[AGENT][POSITIVE] Thank you so much for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] American Public Life.