AccountId: 011433970860
ContactId: 86de6bb0-240b-4b95-bb54-f985a51163c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97940 ms
Total Talk Time (AGENT): 45490 ms
Total Talk Time (CUSTOMER): 59869 ms
Interruptions: 4
Overall Sentiment: AGENT=2.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/86de6bb0-240b-4b95-bb54-f985a51163c6_20250121T16:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from a provider's office and I'm looking for benefits and eligibility.
[AGENT][NEUTRAL] I can verify benefits and eligibility, [PII], may I have a policy number?
[CUSTOMER][NEUTRAL] Yes, it is 01887319 ML 7. I just really need to know if it's effective.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII] good callback number it's new. Hold on one second it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you for verifying that information. This plan is effective.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII] and it is active.
[CUSTOMER][NEUTRAL] morning.
[CUSTOMER][NEUTRAL] And it is secondary to Medicare.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Is there a co-pay for an office visit?
[AGENT][NEUTRAL] One moment, please be advised that verification of coverage does not guarantee the payment of a claim. So this plan will pick up the copays for any office treatment, but not the actual office visit.
[CUSTOMER][NEUTRAL] I see you.
[CUSTOMER][POSITIVE] So the office visits not covered, alrighty, that's all I needed to know. I thank you for your time you have a good day.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] [PII], you're so welcome, and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.