AccountId: 011433970860
ContactId: 9e246a75-1bb3-4c63-8700-52e82cd8efb3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141220 ms
Total Talk Time (AGENT): 57948 ms
Total Talk Time (CUSTOMER): 53712 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/9e246a75-1bb3-4c63-8700-52e82cd8efb3_20250616T17:08_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 [PII], my name is [PII]. I am calling from a facility. I do have to let you know the entire call will be monitored and recorded for quality and compliance purposes. I'm just needing to verify a member's coordination of benefits information.
[AGENT][POSITIVE] OK, I can help you with that. Can I get uh a callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] Um, that is going to be 02572564.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you so much for verifying the policy and you did say you were calling for coordination of benefits and what type of service is the patient coming in for?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, this is going to be, let me see.
[CUSTOMER][NEUTRAL] It's just telling me right here an outpatient surgery, uh, skin grafts, it looks like.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, please be advised verifying benefits is not guaranteed payment. His policy with us has been effective since [PII]. It is still active.
[AGENT][NEUTRAL] For outpatient benefits, uh, the policy will pay secondary up to $1000 a calendar year.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, just need to check on the COB information. Do you guys need that information updated?
[AGENT][NEUTRAL] Do we need it updated?
[CUSTOMER][NEUTRAL] Yes, for coordination of benefits.
[AGENT][NEUTRAL] We don't, we don't need it updated.
[CUSTOMER][NEUTRAL] OK, alright, that's what I wanted to make sure.
[CUSTOMER][NEUTRAL] OK, and then do you have a reference number?
[AGENT][NEUTRAL] To reference the call, you'll use my name [PII] and today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much. You have a great rest of your day.
[AGENT][POSITIVE] You're welcome. You have a wonderful day. Thank you for calling APL.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.