AccountId: 011433970860
ContactId: 830a1a7b-f07a-421a-a4e2-cba0445087b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93430 ms
Total Talk Time (AGENT): 44947 ms
Total Talk Time (CUSTOMER): 31079 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/830a1a7b-f07a-421a-a4e2-cba0445087b6_20250529T12:30_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, it's [PII] from Doctor [PII]'s office. I'm calling for benefits on a patient.
[AGENT][NEUTRAL] I can verify benefits. May I have a policy number?
[CUSTOMER][NEUTRAL] 02556.
[CUSTOMER][NEUTRAL] 468.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised verification of coverage does not guarantee the payment of a claim. And which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Uh, specialist offices.
[AGENT][NEUTRAL] OK, they do have the office treatment writer, but not the actual office visit benefit.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, and how much?
[AGENT][NEUTRAL] So any treatment received in the office falls under the outpatient calendar year benefit amount of 8700.
[CUSTOMER][POSITIVE] OK perfect all right thank you very much.
[AGENT][POSITIVE] You're so welcome. Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] That's it, have a good day.
[AGENT][POSITIVE] Thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.