AccountId: 011433970860
ContactId: 651ad951-719d-4abf-bb03-09b81bf4a82f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100800 ms
Total Talk Time (AGENT): 45605 ms
Total Talk Time (CUSTOMER): 49465 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/651ad951-719d-4abf-bb03-09b81bf4a82f_20250205T20:21_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm calling from Certified Foot and Ankle. Um, I just got a phone call from a patient who's saying that this is her secondary insurance and that you guys cover office visits, co-pays, and deductibles.
[AGENT][POSITIVE] I'll be happy to verify benefits for you, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, there's 2 on here she said to use the outpatient one, so it's 022.
[CUSTOMER][NEUTRAL] 35729 M like Mike L like Larry, and then the number 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, [PII], date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. So under this plan, she does not have the office visit, nor does she have the office treatment benefits. She does have outpatient benefits, but nothing in the office.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so nothing in office.
[CUSTOMER][NEUTRAL] OK, alright, is there a reference number for this call or do I just use your name, [PII]?
[AGENT][NEUTRAL] It will be my name, [PII]. Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much sweetheart.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.