AccountId: 011433970860
ContactId: 676107fa-7f9d-44c0-bcfd-45d46ade4838
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143419 ms
Total Talk Time (AGENT): 60042 ms
Total Talk Time (CUSTOMER): 38499 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/676107fa-7f9d-44c0-bcfd-45d46ade4838_20250408T18:19_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, good afternoon, I'm calling to check if a patient is active with you guys.
[AGENT][NEUTRAL] OK, may I have name and callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] I have 02300974.
[CUSTOMER][NEUTRAL] ML 7.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII], and date of birth is [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in for eligibility. It does show that the policy is currently active with the effective date of [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, one second please.
[CUSTOMER][NEUTRAL] OK, and can I just get um the outpatient benefits?
[AGENT][NEUTRAL] OK, and you're needing outpatient benefits verification of coverage does not guarantee the payment of the claim. For outpatient, the member has up to $1000 per calendar day that will go towards the primary insurance deductible, co-insurance, or co-pay. This policy is for sickness and injury only. It will not cover any preventative or wellness. Anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] No, so it's just up to 1000 per day?
[AGENT][NEUTRAL] Per day.
[CUSTOMER][POSITIVE] Perfect. OK, um, and just can I get your name please?
[AGENT][NEUTRAL] The reference number will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.