AccountId: 011433970860
ContactId: 6ca1e501-cd88-4402-ab3d-21577c02b5d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180000 ms
Total Talk Time (AGENT): 75598 ms
Total Talk Time (CUSTOMER): 70468 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/6ca1e501-cd88-4402-ab3d-21577c02b5d3_20250130T14:45_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] Mhm
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling to verify a patient's benefits.
[AGENT][NEUTRAL] OK, I can help you with that, [PII], could I get a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] Sure, 01914396 M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], and date of birth [PII].
[AGENT][POSITIVE] Thank you so much for verifying um the policy and you did say you were calling for benefits?
[CUSTOMER][POSITIVE] Yes, outpatient benefits.
[AGENT][NEUTRAL] OK, let me check here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Please be advised verifying benefits does not guarantee payment. I do show the policy effective [PII].
[AGENT][NEUTRAL] Uh, it looks like the policy will no longer be active as of [PII].
[AGENT][NEUTRAL] So at this moment.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, are you still wanting those benefits? Is the service?
[CUSTOMER][NEUTRAL] Uh, well, if it's gonna, no, it's uh, it's scheduled on [PII].
[AGENT][NEUTRAL] Prior to?
[AGENT][NEUTRAL] OK. I do show the policy will, uh, is set to be no longer active, effective [PII].
[AGENT][NEUTRAL] Of [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, alright, so, um, do you know if the member can renew the policy if they pay for it or it's just not gonna be active?
[AGENT][NEUTRAL] Uh, that I do not know, that is, uh, this is a group policy, so that is something that would be done through the employer.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] OK, all right, so uh I'll call back next week to re verify. OK, sounds good. um, can I have your name?
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Yes, to, uh, my name is [PII]
[CUSTOMER][NEUTRAL] OK and last initial?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can I have a reference for the call?
[AGENT][NEUTRAL] To reference the call you'll use my name and today's date.
[CUSTOMER][POSITIVE] OK, perfect, thank you [PII]. I appreciate your help.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day. Thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.