AccountId: 011433970860
ContactId: 8b8d5987-2725-46a6-8928-6118308719e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279100 ms
Total Talk Time (AGENT): 58620 ms
Total Talk Time (CUSTOMER): 43042 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/8b8d5987-2725-46a6-8928-6118308719e5_20250324T16:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi [PII]. I'm calling from Doctor [PII]'s office, um, just to see if the patient has benefits for procedures that may be rendered in the office.
[AGENT][NEUTRAL] OK, may I have your name please?
[CUSTOMER][NEUTRAL] Yes, it's [PII], that's [PII]
[AGENT][NEUTRAL] And may I please have a callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] It's 022-05763.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][POSITIVE] And thank you so much, [PII] for verifying the policy you're calling in for office procedure benefits.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] I apologize my system is moving slow.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Alright, yeah.
[AGENT][NEUTRAL] And for this member verification of coverage does not guarantee the payment of the claim. It is showing that.
[AGENT][NEUTRAL] The member does have the office procedure benefit rider and that member does have up to 5000.
[AGENT][NEUTRAL] 5, I'm sorry, 4200.
[CUSTOMER][NEUTRAL] OK, so she does have.
[CUSTOMER][NEUTRAL] 4200.
[AGENT][NEUTRAL] And $50.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So she does have that office um procedure writer.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Up to $4200 OK.
[AGENT][NEUTRAL] Up to $4250.
[CUSTOMER][NEUTRAL] 0 $50. That's OK.
[CUSTOMER][NEUTRAL] All right then thank you may I have a reference number for the call?
[AGENT][NEUTRAL] Yes, the reference number will be my first name [PII], that is spelled [PII] last initial of [PII] in today's date.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][POSITIVE] You're welcome, thank you for calling American Public Life, have a great day.
[CUSTOMER][NEUTRAL] You too bye