AccountId: 011433970860
ContactId: 8e1e0e89-5458-4484-907e-3f9a6122cee7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118470 ms
Total Talk Time (AGENT): 57553 ms
Total Talk Time (CUSTOMER): 63176 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/8e1e0e89-5458-4484-907e-3f9a6122cee7_20250217T16:18_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] Hi, my, my name is [PII]. I'm calling from Associates in Advanced Maternal fetal medicine. I just need to get eligibility and benefits for a mutual patient, please.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Of course, 02569536. M as in mother, L as in Larry, 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Of course [PII] and my direct extension is [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Of course her name is [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. This policy is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Um, this is the patient's gap insurance, so I just wanted to see if she has a limit, like a benefit limit towards outpatient services.
[AGENT][NEUTRAL] Outpatient per calendar day allows $750.
[CUSTOMER][POSITIVE] Perfect. And has she met anything towards that 7:50?
[AGENT][NEUTRAL] It's per calendar day.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] $750. So each day she's allowed $750.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Wow, that's impressive.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am.
[CUSTOMER][POSITIVE] Alrighty, perfect. And lastly just the reference number of this call please.
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much, [PII].
[AGENT][POSITIVE] You are so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Likewise bye bye.