AccountId: 011433970860
ContactId: 6da7896f-6551-45ad-8fd8-67ed42ae1df7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134910 ms
Total Talk Time (AGENT): 59557 ms
Total Talk Time (CUSTOMER): 50200 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/6da7896f-6551-45ad-8fd8-67ed42ae1df7_20250206T16:50_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] Hello, yes, my name is [PII]. I'm calling from Doctor [PII]'s office. I need to verify benefits and eligibility for patients.
[AGENT][NEUTRAL] I can verify benefits. May I have the policy number?
[CUSTOMER][NEUTRAL] Yes, uh, the policy number is 02478823 M as Mary L as Louise 8.
[AGENT][POSITIVE] Thank you. May I have a callback number for you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised the verification of coverage does not guarantee the payment of a claim. This plan is effective for [PII] and it is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] I'm looking for general benefits for a specialist office.
[AGENT][NEUTRAL] This policy has no office visit benefits.
[CUSTOMER][NEUTRAL] And outpatient procedures?
[AGENT][NEUTRAL] Outpatient procedures that are not performed in the office fall under the outpatient calendar year benefit amount of $2000.
[CUSTOMER][NEUTRAL] OK, and how much the patient has used?
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEGATIVE] No benefits have been applied for [PII].
[CUSTOMER][NEUTRAL] OK great and can I please have your name and the reference number for this call?
[AGENT][NEUTRAL] Yes, the reference will be M O N I Q U E. Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][POSITIVE] Thank you so much.
[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.