AccountId: 011433970860
ContactId: 8dd8da99-a505-4b62-9cd5-5e2b3d25ef6e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129000 ms
Total Talk Time (AGENT): 59126 ms
Total Talk Time (CUSTOMER): 57161 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/8dd8da99-a505-4b62-9cd5-5e2b3d25ef6e_20250424T13:22_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] Just leave it
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Florida Allergy and Asthma Associates just to get benefit information for a mutual member.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] Yeah, it's gonna be [PII] and that's a direct line.
[AGENT][NEUTRAL] Thank you, the policy number you're calling on?
[CUSTOMER][NEUTRAL] 02477403 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying uh the policy and you did say you were calling for benefits. What type of service is the patient coming in for?
[CUSTOMER][NEUTRAL] Um, she's gonna be having allergy testing.
[AGENT][NEUTRAL] Then in the physician office?
[CUSTOMER][NEUTRAL] Uh, for a specialist, yes.
[AGENT][NEUTRAL] OK, please be advised verifying benefits is not guaranteed payment. I show the policy effective since [PII]. It is still active. I show this policy does not cover services rendered in the doctor's office. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] So in regards to if she gets um the allergy testing and the office visit together.
[CUSTOMER][NEGATIVE] This covers nothing?
[AGENT][NEUTRAL] No services rendered in the doctor's office. No, this policy has inpatient and outpatient benefits, outpatient facility.
[CUSTOMER][NEUTRAL] OK, um, OK, covers.
[CUSTOMER][NEUTRAL] No services and a doctor.
[CUSTOMER][NEUTRAL] Office um outpatient facility. OK, then if I could have a reference number please.
[AGENT][NEUTRAL] Yes, ma'am, to reference the call, you'll use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Alrighty thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day and thank you for calling APO.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Um.