AccountId: 011433970860
ContactId: 7f9fedea-895b-42bc-8613-c2acc9562711
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131660 ms
Total Talk Time (AGENT): 48464 ms
Total Talk Time (CUSTOMER): 45119 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/7f9fedea-895b-42bc-8613-c2acc9562711_20250618T15:51_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm sorry, what was your name, [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], hi [PII], my name is [PII]. I'm calling from SSM Medical Health Group. I'm needing to verify medical eligibility for a patient and also co-pay information.
[AGENT][POSITIVE] OK, I can help you with eligibility and benefits, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And what's the policy number for the patient?
[CUSTOMER][NEUTRAL] 01897873
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], um, [PII].
[AGENT][NEUTRAL] OK, so the policy is active and effective [PII].
[AGENT][NEUTRAL] And did you need benefits for outpatient services or?
[CUSTOMER][NEUTRAL] Out outpatient for specialty and PCP visits.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] This is not a guarantee of payment. It's a basic outline of the policy.
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Um, so for their policy, this is a secondary plan, so it'll pick up after primary processes the claim, pays up to $3500 per calendar year. It does not include the actual office visit, but it will include treatment and procedures rendered in the office.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK, so, OK, um, is there a group number, [PII]?
[AGENT][NEUTRAL] Uh, group number is.
[AGENT][NEUTRAL] 2424264.
[CUSTOMER][NEUTRAL] And is this American Public Life correct?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Awesome, that's what I needed I appreciate your help thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you bye bye.