AccountId: 011433970860
ContactId: 8c398f99-d2e7-4753-a993-3ec372743a50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164529 ms
Total Talk Time (AGENT): 83414 ms
Total Talk Time (CUSTOMER): 50066 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/8c398f99-d2e7-4753-a993-3ec372743a50_20250516T15:56_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] Uh, your name is [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hey, hi [PII]. My name is [PII] Last initials [PII] Please call the patient policy is active, please.
[AGENT][NEUTRAL] I can verify your eligibility, [PII], may I have a policy number?
[CUSTOMER][NEUTRAL] It's gonna be 0194.
[CUSTOMER][NEUTRAL] 351.
[CUSTOMER][NEUTRAL] 8 Mike Lima 7.
[AGENT][POSITIVE] Thank you. And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] Direct is [PII].
[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. One moment.
[AGENT][NEUTRAL] The active policy number will be 02549552.
[AGENT][NEUTRAL] Policy is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] Does she have a copay?
[AGENT][NEUTRAL] This plan will pick up her co-pays, her co-insurance, and our deductibles up to the benefit amount. Let's see, where's the place of service?
[CUSTOMER][NEUTRAL] The specialist.
[CUSTOMER][NEUTRAL] Uh, OBGYN specialist office.
[AGENT][NEUTRAL] OK, please be advised the verification of coverage does not guarantee the payment of a claim. There are no office visits under this plan. She does have office treatment, but not the actual office visit.
[CUSTOMER][NEUTRAL] So no office.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Visit
[CUSTOMER][NEUTRAL] Coverage.
[AGENT][POSITIVE] Correct. Correct.
[AGENT][NEUTRAL] So if she receives treatment, it will pick up the copays, the co-insurance, and our deductibles, $750 per calendar day.
[CUSTOMER][NEUTRAL] Has she using of that 750?
[AGENT][NEUTRAL] It's per calendar day, so each day.
[AGENT][NEUTRAL] She's allowed 750.
[CUSTOMER][NEUTRAL] Oh, per day, got you. I'm trying to my brain was trying to wrap around you.
[AGENT][NEUTRAL] It's OK, it's OK.
[CUSTOMER][NEUTRAL] I'm like, what?
[CUSTOMER][NEUTRAL] What's going on? Got it for a day. OK, my dear, thank you, [PII]. Alright, I just need your last name if possible and a reference number for our call, please.
[AGENT][NEUTRAL] Yes, the Russians will be my name, which is [PII]. Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much have a good day.
[AGENT][POSITIVE] Sure, you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.