AccountId: 011433970860
ContactId: 71badc7e-8dce-4479-bd08-83aa995fc2fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108510 ms
Total Talk Time (AGENT): 48802 ms
Total Talk Time (CUSTOMER): 48463 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/71badc7e-8dce-4479-bd08-83aa995fc2fb_20250509T21:06_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Lives, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi there. My name is [PII].
[CUSTOMER][NEUTRAL] And I need an explanation on my benefits.
[AGENT][NEUTRAL] OK, uh, let me take a look at your policy. Uh, [PII], do you have your policy number with us?
[CUSTOMER][NEUTRAL] Um, no, I don't.
[AGENT][NEUTRAL] Oh OK. I can pull you up a different way. Do you mind providing your social?
[CUSTOMER][NEUTRAL] Oh, I got my policy number is [PII].
[AGENT][NEUTRAL] [PII]. OK, and [PII], if you could verify.
[CUSTOMER][NEUTRAL] Yeah, when I, so when we did it.
[CUSTOMER][NEUTRAL] [PII] [PII] [PII].
[AGENT][NEUTRAL] OK, and how can I help you?
[CUSTOMER][NEUTRAL] So I need to find out what do you guys cover.
[AGENT][NEUTRAL] OK, let me take a look at your benefits.
[AGENT][NEUTRAL] OK, please be advised verifying benefits is not guaranteed payment. So for your policy.
[CUSTOMER][NEGATIVE] I know blah blah blah yeah you guys aren't paying anything right now.
[AGENT][NEUTRAL] OK, so your policy pays for inpatient services and outpatient services. Uh, looks like your policy would not cover any services rendered in the doctor's office.
[CUSTOMER][NEUTRAL] So when you say inpatient and outpatient, what procedures? It's only pays for procedures?
[AGENT][NEUTRAL] So as far as inpatient, it would be if you were admitted into the hospital. So any inpatient services.
[CUSTOMER][POSITIVE] OK, well, uh luckily I got a hell of a, well, thank God I went to the hospital because I can't wait until you guys pay that bill. Thanks a lot.
[AGENT][NEUTRAL] OK.