AccountId: 011433970860
ContactId: 674159ed-ded1-4a34-91e9-55ce21ad43c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89980 ms
Total Talk Time (AGENT): 53560 ms
Total Talk Time (CUSTOMER): 27560 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/674159ed-ded1-4a34-91e9-55ce21ad43c8_20250122T19:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, I'm calling to verify your patient's eligibility and benefits.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have your name and a policy number?
[CUSTOMER][NEUTRAL] [PII], my policy number is 024931.
[CUSTOMER][NEUTRAL] 69
[AGENT][NEUTRAL] [PII], may I have a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [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 benefits can I provide for you?
[CUSTOMER][NEUTRAL] A specialist office visit?
[AGENT][NEGATIVE] This plan provides no benefits for office visits. It does have office treatment, no office visits.
[CUSTOMER][NEGATIVE] No benefits.
[CUSTOMER][NEUTRAL] OK perfect can I get a reference number?
[AGENT][NEUTRAL] It will be my name which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That'll be all thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life [PII] have a great day bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.