AccountId: 011433970860
ContactId: 910fd60f-7325-4e95-968a-af1312e78b87
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159199 ms
Total Talk Time (AGENT): 71690 ms
Total Talk Time (CUSTOMER): 67592 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/910fd60f-7325-4e95-968a-af1312e78b87_20250625T19:50_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] Yeah
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII] is my last name initial. I'm calling to check benefits for a police.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] It is 02572719.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] He is [PII]. Date of birth [PII].
[AGENT][POSITIVE] And thank you so much, [PII] for verifying the policy. You're calling in for benefits. Is there a specific benefit that you're calling in for?
[CUSTOMER][NEUTRAL] I would like to check benefits for outpatient services.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So so.
[AGENT][POSITIVE] And I can pull that information up for you now.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] You're welcome, and verification coverage does not guarantee the payment of the claim. This policy is currently active with the effective date of [PII]. For outpatient, the member has up to $750 per calendar year. That will go towards the primary insurance deductible, co-insurance, or co-pay.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This policy is for sickness and injury only. It does not cover any preventative or wellness.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] This, uh, this policy has any amount met?
[AGENT][NEGATIVE] As of right now, the member has not used any of their benefits.
[CUSTOMER][NEUTRAL] Or no?
[CUSTOMER][NEUTRAL] OK, I see. Well, um, that will be everything. Can I have a reference number?
[AGENT][NEUTRAL] Yes, the reference number would be my first name, [PII], which is spelled [PII] last initial of [PII] and today's date.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Perfect thank you so much for your help today have a wonderful day.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life. Have a great day as well.
[CUSTOMER][POSITIVE] Mhm bye bye. Thank you.