AccountId: 011433970860
ContactId: 868aa405-8e1e-43bb-849f-6c63c5655f71
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116260 ms
Total Talk Time (AGENT): 59569 ms
Total Talk Time (CUSTOMER): 51643 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/868aa405-8e1e-43bb-849f-6c63c5655f71_20250528T18:49_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] Hi, [PII]. I'm calling to verify benefits for a patient.
[AGENT][NEUTRAL] OK, I can help you with that. Can I get your name and a callback number, please?
[CUSTOMER][NEUTRAL] Yes ma'am. My name is [PII]. Last initial is [PII], callback number is [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][POSITIVE] That's a good idea, uh.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02230052 ML 7.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying his account. And what type of service is he coming in for?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] This is actually for a specialist office visit, but he has a commercial plan as primary.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Please be advised verifying benefits does not guarantee payment. His policy with us has been effective since [PII]. It is still active.
[AGENT][NEUTRAL] And let's see, I show that this policy would not cover the physician's office visit. Um, patient responsibility, he does have uh benefits if other treatment is rendered. Would you like those benefits?
[CUSTOMER][NEUTRAL] No, because we're a specialist office. It does have another ID number on the card that says outpatient benefit. Are you, um, it.
[AGENT][NEUTRAL] This is part of the outpatient benefit. He does not have a physician, uh, office visit, uh, benefits.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Got
[CUSTOMER][POSITIVE] That's all I wanted to know. Uh, that's, that's all I needed to know. That's all we do anyway. Thank you very much for your time. I appreciate it.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] You're welcome. You have a wonderful day. Thank you for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh.