AccountId: 011433970860
ContactId: 75217e24-bc39-422a-bea5-8eb69f8643e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88089 ms
Total Talk Time (AGENT): 45310 ms
Total Talk Time (CUSTOMER): 45804 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/75217e24-bc39-422a-bea5-8eb69f8643e3_20250228T14:33_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] Yes, [PII], my name is [PII]. I'm calling to um verify benefits for a patient.
[AGENT][NEUTRAL] I can verify benefits, [PII], may I have a policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, I do have uh what is it 0 02568948 and [PII] 7.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised the verification of coverage does not guarantee the payment of a claim. And which benefit can I provide for you, [PII]?
[CUSTOMER][NEUTRAL] Um, I guess the gap, yeah.
[AGENT][NEUTRAL] For inpatient, outpatient, office visit? OK, so.
[CUSTOMER][NEUTRAL] Outpatient.
[CUSTOMER][NEUTRAL] Out um outpatient office visit.
[AGENT][NEUTRAL] OK, so for outpatient calendar year, the benefit allows 1500. There are no benefits for office visits.
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] Would have
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Check it in.
[CUSTOMER][NEUTRAL] OK, so, OK, it's not for us really. OK, alright, thank you very much, ma'am.
[AGENT][POSITIVE] [PII], you're so welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] No, that'll be all thank you for your help.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life. Have a great weekend. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.