AccountId: 011433970860
ContactId: 67d91c52-b0b1-476c-9c47-4bdefa7a7dc2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132080 ms
Total Talk Time (AGENT): 50037 ms
Total Talk Time (CUSTOMER): 68752 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/67d91c52-b0b1-476c-9c47-4bdefa7a7dc2_20250501T19:02_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a provider's facility, and I had a benefits question regarding a patient, please.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I can verify benefits, [PII]. May I have the policy number?
[CUSTOMER][NEUTRAL] Yes, um, I found a different number. I just called and the policy number I had, the woman told me it termed in 2024, so I wanted to try a different number. I have 01826236.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Callback number is [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I just need to confirm their fax number. [PII] sent them multiple notes for [PII] and
[CUSTOMER][NEUTRAL] Yes, so we need to confirm with [PII] notes.
[CUSTOMER][NEUTRAL] If you needed to confirm your um.
[AGENT][NEUTRAL] And may I have a date of birth?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So it looks like this policy actually termed in [PII].
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, policy.
[CUSTOMER][NEUTRAL] I'm guessing
[AGENT][NEUTRAL] The last one
[CUSTOMER][NEUTRAL] Is there a way, because
[CUSTOMER][NEUTRAL] Is there a way to just see if he has any active policy?
[AGENT][NEUTRAL] Yes, what I'm looking at right now, he has no valid policy as of [PII] with us.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so he has no APL policy whatsoever.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK perfect alright that's everything I needed then thank you very much for your help today.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.