AccountId: 011433970860
ContactId: 9b4151bf-f0de-4f91-92e8-1a4e6d365562
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125339 ms
Total Talk Time (AGENT): 61175 ms
Total Talk Time (CUSTOMER): 50909 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/9b4151bf-f0de-4f91-92e8-1a4e6d365562_20250303T19:19_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] Hi, I'm calling from Doctor [PII] here's office. I'm calling to see if a patient is still active with this insurance.
[AGENT][NEUTRAL] OK, I can help you with that. May I have your name and uh a callback number, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on, Blene?
[CUSTOMER][NEUTRAL] 02448923 M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], last name is [PII], [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the account and you did say you were calling for eligibility today.
[CUSTOMER][NEUTRAL] Yes, and I'm calling to see if um.
[CUSTOMER][NEUTRAL] Also it's an office visit cover and also a transvaginal ultrasound.
[AGENT][NEUTRAL] OK, please be advise verifying benefits is not guaranteed payment. This policy is still active. It's been effective since [PII].
[AGENT][NEUTRAL] Uh, let's see. The physician office visit would not be covered. Uh, the transvaginal ultrasound would be covered up to $500 a day. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] What do
[CUSTOMER][NEUTRAL] To $500.
[CUSTOMER][NEUTRAL] A day.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Um, can I have a reference number for the call today?
[AGENT][NEUTRAL] To reference our call, you'll use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] You say [PII]?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] HIA.
[CUSTOMER][POSITIVE] HIA OK thank you so much.
[AGENT][POSITIVE] You're welcome you have a wonderful day. Thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] OK, OK.