AccountId: 011433970860
ContactId: 7f79b4a5-628b-4057-94a0-f6ca35031c2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92089 ms
Total Talk Time (AGENT): 42419 ms
Total Talk Time (CUSTOMER): 35430 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/7f79b4a5-628b-4057-94a0-f6ca35031c2e_20250320T17:47_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] Hello [PII], my name is [PII]. I was just calling to see if you guys help with uh specialist copays as a secondary.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] I'll check that policy for you and uh can I get a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] The policy number you're calling on?
[CUSTOMER][NEUTRAL] Um, yep, let me get that for you. It's going to be 01845832.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Lima, number 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] of [PII].
[AGENT][POSITIVE] Thank you so much for verifying the policy and you said that uh you're calling to see if this benefit would cover uh office visit copays.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Uh, it looks like this policy would not cover any services rendered in the physician's office unless there was a malignant cancer diagnosis.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. That's all I'm gonna need.
[AGENT][NEUTRAL] Is it
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] OK, and you have a wonderful day yourself. Thank you for calling ATL. Bye bye.
[CUSTOMER][POSITIVE] Have a wonderful rest of your day.
[CUSTOMER][NEUTRAL] OK.