AccountId: 011433970860
ContactId: 61037f9f-61ef-4f02-ade0-4d014e3735d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115389 ms
Total Talk Time (AGENT): 45070 ms
Total Talk Time (CUSTOMER): 40080 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/61037f9f-61ef-4f02-ade0-4d014e3735d0_20250620T18:44_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, this is [PII] from Doctor [PII]'s office. I was calling to verify benefits on a patient.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] It is 233-728-4.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I'm gonna spell her last name. It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in for benefits. Is there a specific benefit that you're calling in for?
[CUSTOMER][NEUTRAL] Just whether she has like co-pays or deductibles.
[CUSTOMER][NEUTRAL] Co-insurance on a regular PCP office visit.
[AGENT][NEUTRAL] Is it
[AGENT][NEUTRAL] OK, I'm pulling that information up for you now.
[AGENT][NEUTRAL] And verification of coverage does not guarantee the payment of the claim. You're calling in for office visit benefits or procedures. This policy does not cover that benefit. They do not have that benefit writer. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] No, that is it. Is there a uh reference number?
[AGENT][NEUTRAL] The call reference would be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] Have a good day. Bye-bye.