AccountId: 011433970860
ContactId: 6fa7c00d-b758-45de-a8dd-bffbcf3aad1d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126180 ms
Total Talk Time (AGENT): 66377 ms
Total Talk Time (CUSTOMER): 41247 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/6fa7c00d-b758-45de-a8dd-bffbcf3aad1d_20250226T21:38_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] Hi, this is [PII]. I'm calling from Florida Women Care. I need eligibility and benefits.
[AGENT][NEUTRAL] OK, I can help you with that. Can I get a callback number for you, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] 02221666 ML 8.
[AGENT][NEUTRAL] The patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][POSITIVE] Thank you so much for verifying the account. Uh, you did say uh eligibility. And what type of service is the patient coming in for?
[CUSTOMER][NEUTRAL] She is. Can I give you the CPT code?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, it's 574-54.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And this is gonna be done in the physician office?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, please be advised verifying benefits is not guaranteed payment. Her policy has been effective since [PII]. It is still active for procedure done in the office, the policy pays up to $3500 a calendar year. She does have the full amount available at this time. And is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, yes, can I please, um, get a call reference number and can you spell your name for me please?
[AGENT][NEUTRAL] Sure. To reference the call, you will use my name, [PII] and today's date.
[CUSTOMER][NEUTRAL] Sorry, [PII]
[AGENT][NEUTRAL] IA
[CUSTOMER][NEUTRAL] I, OK, uh last name initial?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and today's day.
[AGENT][NEUTRAL] Today's date, yes.
[CUSTOMER][POSITIVE] OK, thank you so much have a good day.
[AGENT][POSITIVE] You're welcome. You have a wonderful day. Thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Mhm