AccountId: 011433970860
ContactId: 60371954-3d0f-4cd5-8493-2ed572754ece
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123779 ms
Total Talk Time (AGENT): 64629 ms
Total Talk Time (CUSTOMER): 41959 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/60371954-3d0f-4cd5-8493-2ed572754ece_20250516T13:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Good morning how are you?
[AGENT][POSITIVE] I'm great how are you?
[CUSTOMER][POSITIVE] Good good um I am calling to get benefits and eligibility for a member please.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have your name and a policy number?
[CUSTOMER][NEUTRAL] Of course it's [PII] and the policy number is 02.
[CUSTOMER][NEUTRAL] 462-858
[AGENT][NEUTRAL] [PII], may I have a good callback number for you?
[CUSTOMER][NEUTRAL] Of course [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Of course it's [PII] and it's um [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. This plan is effective [PII] and it is active.
[AGENT][NEUTRAL] Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] It would be for a specialist office visit and then an office procedure done at the office.
[AGENT][NEUTRAL] OK. There is no office visit benefits, but any treatment received in the office falls under the outpatient per calendar day benefit amount of $1000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's up to 1000 per day, is there a limit?
[AGENT][NEUTRAL] Per day.
[AGENT][NEUTRAL] No, ma'am, just that $1000 per day.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] Perfect. That was all. Can I get a reference for the call?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII]. Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] OK, [PII] thank you so much you have a good weekend OK?
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Hope you have a great weekend as well. Take care. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye you too.