AccountId: 011433970860
ContactId: 877d90c2-4790-4403-bb2b-4e9b765b30a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142660 ms
Total Talk Time (AGENT): 59388 ms
Total Talk Time (CUSTOMER): 63679 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/877d90c2-4790-4403-bb2b-4e9b765b30a3_20250116T14:33_UTC.wav
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[CUSTOMER][NEGATIVE] I think people kill people.
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Hi, yes, I need you to get benefits on a patient, please.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][POSITIVE] Absolutely
[CUSTOMER][NEUTRAL] My name is [PII]. Phone number is [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 023-925-30 ML 8.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And thank you [PII] for verifying the policy. You're calling in for benefits. Is there a specific benefit that you're calling in for?
[CUSTOMER][NEUTRAL] It's for outpatient diagnostic X-ray.
[AGENT][POSITIVE] I'm pulling it up for you now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And verification of coverage does not guarantee the payment of the claim. For outpatient, the member has up to $3500 per calendar year that will go towards the primary insurance deductible, co-insurance, or co-pay. This policy is for sickness and injury only. It will not cover any preventative or wellness. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Inside.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That was all. um, could I also have the effective date on the policy, please?
[AGENT][NEUTRAL] Sure, let me pull that up for you.
[CUSTOMER][NEUTRAL] And [PII] [PII] frantically.
[AGENT][NEUTRAL] It is showing that the effective date for this member is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then do you give uh reference numbers for your calls?
[AGENT][NEUTRAL] The reference will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, um, OK, and that'll be all. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.