AccountId: 011433970860
ContactId: 5ff83f21-536d-4e5d-8183-0d1407f1b56e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154850 ms
Total Talk Time (AGENT): 49658 ms
Total Talk Time (CUSTOMER): 52911 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/5ff83f21-536d-4e5d-8183-0d1407f1b56e_20250507T21:23_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] Hi [PII]. I am calling from Mile High Primary Care in [PII], and I'm just trying to verify benefits for one of our patients.
[AGENT][NEUTRAL] OK, may I have your name and a callback number?
[CUSTOMER][NEUTRAL] Sure. My name is [PII].
[CUSTOMER][NEUTRAL] Do you need my last name?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK, and callback number is [PII]?
[AGENT][NEUTRAL] And the policy number please.
[CUSTOMER][NEUTRAL] Um, policy number is, let's see here, 022.
[CUSTOMER][NEUTRAL] 80,800.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure, [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] Any symptoms
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in for benefits. Is there a specific benefit you're calling in for?
[CUSTOMER][NEUTRAL] Um, we're the primary care physician, so we just wanna make sure that he's covered for, um, his primary care visits.
[AGENT][NEUTRAL] OK, let me pull that up for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You don't have any signatures today.
[AGENT][NEUTRAL] OK, so for this policy verification of coverage does not guarantee the payment of the claim. For the office visit, the member does have up to $150 per day, with a maximum of 4 days per calendar year. If there's an amount that is left over, that is considered patients responsibility. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that'll be it. That's just what I needed to know.
[AGENT][POSITIVE] OK, well I do wanna thank you for calling American Public Life. Have a great rest of your day.
[CUSTOMER][POSITIVE] You do the same. Thank you. Goodbye.
[AGENT][POSITIVE] Thank you, bye.