AccountId: 011433970860
ContactId: 9de0c6bb-40d7-446e-937a-3f80c0841a3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81250 ms
Total Talk Time (AGENT): 45022 ms
Total Talk Time (CUSTOMER): 27676 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/9de0c6bb-40d7-446e-937a-3f80c0841a3b_20250312T19:33_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] Uh
[CUSTOMER][POSITIVE] Yes ma'am, hi, I was calling to get benefits on a patient.
[AGENT][NEUTRAL] I can verify benefits. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] [PII], the policy number is 02075910.
[AGENT][POSITIVE] Thank you, [PII], may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. And which benefit can I provide for you?
[CUSTOMER][NEUTRAL] This is gonna be for a specialist office visit.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The office visit would not be covered, but any treatment received in the office will fall under the outpatient calendar year of $2550.
[CUSTOMER][NEUTRAL] OK, so just the visit itself was not, um, y'all don't cover that at all.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK alright thank you so much ma'am.
[AGENT][POSITIVE] You're so welcome, [PII]. Thank you for calling American Public Life. Have a great day. Bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.