AccountId: 011433970860
ContactId: 6c3584c3-2187-4e74-9dde-3b90d43cd570
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125760 ms
Total Talk Time (AGENT): 61469 ms
Total Talk Time (CUSTOMER): 39467 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/6c3584c3-2187-4e74-9dde-3b90d43cd570_20250402T16:40_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I was calling to verify that a policy was active for one of your members.
[AGENT][POSITIVE] Oh OK. I can help you with that. Could I get your name and a callback number?
[CUSTOMER][NEUTRAL] Um, it's [PII] and my my my number is [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on, [PII]?
[CUSTOMER][NEUTRAL] Policy number is 02541649.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying the accounting of our eligibility today. I show the policy is still active. It's been effective since [PII] 24. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Does it um just cover what her primary insurance doesn't cover or?
[AGENT][NEUTRAL] Uh, it depends on the service. Uh, would you like to verify the benefits?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yeah, like what about a co-pay for her? Does it, does it cover copay for her primary or?
[AGENT][NEUTRAL] Is this for a physician office visit?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, please be advised verifying benefits does not guarantee payment and let me see.
[AGENT][NEUTRAL] OK, so I show the policy does not cover the physician office visit. Uh, she does have coverage um if other treatment is rendered in the office.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] And do you have a call reference number for me?
[AGENT][NEUTRAL] Yes, to reference our call, you'll use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] The call reference number, yeah.
[CUSTOMER][POSITIVE] Thank you, [PII]. Have a good day.
[AGENT][POSITIVE] You're welcome. Have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you.