AccountId: 011433970860
ContactId: 92ace556-6421-42f3-b042-ad63ee7f4b34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150850 ms
Total Talk Time (AGENT): 40116 ms
Total Talk Time (CUSTOMER): 54908 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/92ace556-6421-42f3-b042-ad63ee7f4b34_20250319T18:12_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, my name is [PII]. I'm calling from Ortho now. I wanted to verify um benefits for this plan.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] Yes, of course, our phone number is [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 02458534 M as in mom, L as in Larry 8.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, of course, um, patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] And thank you so much, [PII] for verifying the policy. Would you like a fax back for this member?
[CUSTOMER][NEUTRAL] No, that's OK.
[AGENT][NEUTRAL] OK, so what information are you needing for me to verify?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, so I just wanted to know um if the plan is active and if this covers her primary um co-pay or deductible.
[AGENT][NEUTRAL] OK. And is this for medical?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And is this for outpatient inpatient, or an office setting?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Is it for outpatient, inpatient, or an office setting?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] And this is done within an outpatient facility?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] [PII], are you still there?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] [PII], are you still available?
[AGENT][NEGATIVE] Due to no response from me, I will disconnect the call. Thank you for calling American Public Life. Have a great day.