AccountId: 011433970860
ContactId: 6f01ace8-43e1-45d2-a691-b33b12a1afd8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128059 ms
Total Talk Time (AGENT): 62550 ms
Total Talk Time (CUSTOMER): 44907 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/6f01ace8-43e1-45d2-a691-b33b12a1afd8_20250611T18:21_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII], and I'm calling you from Yuma Regional Medical Center. I'm calling to obtain elig eligibility and benefits for a patient coming in. Can you help me with that?
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, it's 01783980.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, area code [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's for [PII] and date of birth [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. This policy is effective [PII] and it is active.
[AGENT][NEUTRAL] Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] This patient is coming in for uh a specialty office visit.
[AGENT][NEUTRAL] OK. So this plan does have the office treatment but not the actual office visit benefit.
[AGENT][NEUTRAL] So, any treatment received in the office will fall under the outpatient benefit amount of 2500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I think
[CUSTOMER][NEUTRAL] OK, [PII], is there like a reference uh number for our phone call this morning?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that will be all thank you so much for your help today.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII], have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.