AccountId: 011433970860
ContactId: 76d22ea0-ed2b-4eaa-a77b-a2a0feea9eb4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155850 ms
Total Talk Time (AGENT): 79361 ms
Total Talk Time (CUSTOMER): 41450 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/76d22ea0-ed2b-4eaa-a77b-a2a0feea9eb4_20250613T17:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I was calling for um eligibility and benefits for my patients.
[AGENT][NEUTRAL] OK. May I please have your name and then a callback number?
[CUSTOMER][NEUTRAL] Sure, it's [PII]
[CUSTOMER][NEUTRAL] And um callback number is [PII].
[AGENT][NEUTRAL] Policy number, please?
[CUSTOMER][NEUTRAL] Um, 1129942. M as in Mary, L as in low and the number 5.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII], [PII].
[AGENT][NEUTRAL] And you're calling in for benefits. Is there a specific benefit that you're calling in for?
[CUSTOMER][NEUTRAL] Um, she's coming in outpatient hospital, um, for an X-ray.
[AGENT][NEUTRAL] OK, I'm pulling that information up for you now.
[AGENT][NEUTRAL] And this member does have a new policy number. Are you ready for that?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] The policy number is 01640657 and that policy is currently active with the effective date of [PII] and for the outpatient benefits, verification of coverage does not guarantee the payment of the claim.
[AGENT][NEUTRAL] This member does have up to $2000 per calendar year that will go towards the primary insurance deductible, co-insurance, or co-pay. This policy is for sickness and injury only. It will not cover any preventative or wellness. Is there anything else that I can assist you with today, ma'am?
[CUSTOMER][NEUTRAL] Uh, sure, um, do you know how much they accumulated towards the [PII]?
[AGENT][NEGATIVE] As of right now, the member has not used any of their benefits.
[CUSTOMER][NEUTRAL] OK, and, and what was your name again? Can you spell it out for me?
[AGENT][NEUTRAL] Yes, it is spelled [PII] with the last initial of [PII] and today's date as the call reference.
[CUSTOMER][POSITIVE] OK, alright. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too.