AccountId: 011433970860
ContactId: 98653533-b68b-4850-94f4-de87b97902c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147449 ms
Total Talk Time (AGENT): 70652 ms
Total Talk Time (CUSTOMER): 59436 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/98653533-b68b-4850-94f4-de87b97902c0_20250417T15:42_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] Yeah, hi, good morning. Um, my name is [PII], and I need to confirm that, oops, sorry, that my coverage is in effect.
[AGENT][NEUTRAL] May I have your policy number?
[CUSTOMER][NEUTRAL] Sure. It's um 025.
[CUSTOMER][NEUTRAL] 449-61
[AGENT][NEUTRAL] And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Can you verify your date of birth, your mailing address, and your email, please?
[CUSTOMER][NEUTRAL] Date of birth is [PII]. Address is [PII].
[AGENT][NEUTRAL] And do you have
[CUSTOMER][NEUTRAL] Email is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for verifying that information. Looks like this plan is effective [PII] and it is active.
[AGENT][NEUTRAL] I think there was a provider that just called on this.
[CUSTOMER][NEUTRAL] How come
[CUSTOMER][NEGATIVE] Yeah, that, and you told them that that I had no coverage.
[AGENT][NEUTRAL] The information that we were given, the first name was different, the date of birth was different.
[AGENT][NEUTRAL] It was a total separate name and date of birth was different.
[CUSTOMER][NEUTRAL] Oh, OK. That's fine.
[CUSTOMER][NEUTRAL] Got me. OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] But this plan is effective.
[CUSTOMER][NEUTRAL] OK, so let me ask you, let me ask you, they're gonna be doing an ultrasound and they're charging me $400 would that be covered?
[AGENT][NEUTRAL] Where would the place of service be? Outpatient, inpatient, doctor's office?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] In the doctor's office.
[AGENT][NEUTRAL] OK, so that will fall under the outpatient benefits and yes, it would be covered. You have
[AGENT][NEUTRAL] $1200 towards your outpatient benefits. I'm sorry, $1250.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. OK, sweetheart. Thank you.
[AGENT][POSITIVE] You're so welcome and thank you for calling.
[CUSTOMER][NEGATIVE] So what do I, so they gave you, they, they gave you all the wrong information, that's why.
[AGENT][NEUTRAL] Yes, I have the first name. It was a hyphenated last name and the date of birth was different.
[CUSTOMER][POSITIVE] OK, honey, thank you.
[AGENT][POSITIVE] You're so welcome. Thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Likewise, bye.