AccountId: 011433970860
ContactId: 729fb060-41d5-40e0-83dd-431a4fb8765b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127400 ms
Total Talk Time (AGENT): 61717 ms
Total Talk Time (CUSTOMER): 37941 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/729fb060-41d5-40e0-83dd-431a4fb8765b_20250212T14:37_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] Um, yes, I need to see if a patient is eligible for some codes.
[AGENT][NEUTRAL] OK, I can help you with that. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] and the callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and [PII], what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] 02555309
[AGENT][NEUTRAL] 309.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying her.
[AGENT][NEUTRAL] Policy and you did say you were calling to see if uh she's eligible for certain procedures.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, please be advised verifying benefits does not guarantee payment. Uh, I show her policy has been effective with us since [PII]. She is still active, and what is the first code you'd like to check?
[CUSTOMER][NEUTRAL] 2332 and it'll be for 2 number 6.
[AGENT][NEUTRAL] OK, I do show that that code is uh covered code.
[CUSTOMER][NEUTRAL] And the next one will be 2393.
[AGENT][NEUTRAL] 239-3 is a cover code.
[CUSTOMER][NEUTRAL] And 2335.
[AGENT][NEUTRAL] 2335.
[AGENT][NEUTRAL] Is a cover code.
[CUSTOMER][NEUTRAL] OK, and can I get a reference number?
[AGENT][NEUTRAL] To reference, I'll call, you will use my name, [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much I hope you have a great day.
[AGENT][POSITIVE] You're welcome. You have a wonderful day yourself and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.