AccountId: 011433970860
ContactId: 6423030b-fb64-49b5-b25f-9d11ac7d4767
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136580 ms
Total Talk Time (AGENT): 53860 ms
Total Talk Time (CUSTOMER): 65069 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/6423030b-fb64-49b5-b25f-9d11ac7d4767_20250506T19:47_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I just wanna make sure because I had uh an MRI done a couple of months ago. I, and I wanna see if, um, APL is there anything that that has been, has gone through APL this year?
[AGENT][NEUTRAL] May I have your policy number and I'll look it up.
[CUSTOMER][NEUTRAL] Sure, sure, uh.
[CUSTOMER][NEUTRAL] Policy number, I have a group number.
[AGENT][NEUTRAL] Do you have the inpatient or outpatient cert number?
[CUSTOMER][NEUTRAL] Oh yes I have which one do you need the outpatient?
[AGENT][NEUTRAL] Outpatient.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's 01845848.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, 8.
[AGENT][POSITIVE] Thank you. May I have your first name and a good callback number?
[CUSTOMER][NEUTRAL] It's [PII], and you could reach me at [PII].
[AGENT][NEUTRAL] Thank you. Can you verify your date of birth, your mailing address, and your email, please?
[CUSTOMER][NEUTRAL] Sure, it's [PII] and it's [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Let me look. Do you have a data service?
[CUSTOMER][NEUTRAL] Um, it says here 3:18.
[AGENT][NEUTRAL] One moment, for future reference, you may visit our website at [PII] to check claim status as well. And as of today, I'm not showing we have received data service 318 in our system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me ask you, um, because I always get confused, do you guys, um, because it was a co-pay, do you guys pay for that?
[AGENT][NEUTRAL] This plan will pick up your co-pays, your co-insurance and or deductibles up to your benefit amount.
[CUSTOMER][NEUTRAL] OK, so I guess I gotta call him back so they could put it through you guys?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK alright I'll do that.
[AGENT][NEUTRAL] Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No thank you I appreciate it.
[AGENT][POSITIVE] [PII], you're so welcome. And thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank thank you bye bye.