AccountId: 011433970860
ContactId: 738797e0-568c-43ef-8204-6121223604f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126059 ms
Total Talk Time (AGENT): 50568 ms
Total Talk Time (CUSTOMER): 52901 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/738797e0-568c-43ef-8204-6121223604f5_20250623T19:39_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] Hi [PII]. My name is [PII]. I am just trying to get benefits um on a patient who has, um, this gap insurance before they go in for their procedure.
[AGENT][NEUTRAL] I can verify benefits. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, let me see here.
[CUSTOMER][NEUTRAL] In a copy of the card.
[CUSTOMER][NEUTRAL] OK, that, um, that policy number is 02609747.
[AGENT][POSITIVE] Thank you. May I have a good call back number for you?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The charges.
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised verification of coverage does not guarantee the payment of a claim. And would this be for inpatient or outpatient?
[CUSTOMER][NEUTRAL] Um, this is for outpatient.
[AGENT][NEUTRAL] Outpatient allows $5000 and that is for the calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see if he has.
[AGENT][NEUTRAL] Remaining balance, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] No benefits have been applied for [PII].
[CUSTOMER][NEUTRAL] OK, so unused. OK, thank you so much, um.
[CUSTOMER][NEUTRAL] And that's really all the information I needed, [PII]. Is there a reference number for this call?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Thank you so much for your help.
[AGENT][POSITIVE] You're so welcome, [PII]. Thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] 08
[CUSTOMER][NEUTRAL] You too. Bye-bye.