AccountId: 011433970860
ContactId: a361cd78-1c9f-479d-b11a-5f73502b6bbb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105769 ms
Total Talk Time (AGENT): 60408 ms
Total Talk Time (CUSTOMER): 34855 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/a361cd78-1c9f-479d-b11a-5f73502b6bbb_20250320T12:59_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] Hi [PII], I'm calling from a provider's office calling to get benefits for a patient.
[AGENT][NEUTRAL] I can verify benefits.
[CUSTOMER][NEUTRAL] To see if you guys cover copays.
[AGENT][NEUTRAL] I can verify benefits. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] My name is [PII] and the policy number I'm showing is 184.
[CUSTOMER][NEUTRAL] 8946 ML 8.
[AGENT][POSITIVE] Thank you. 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] Patient's name is [PII]. Date of birth is [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] So he's coming in for a consultation with the doctor?
[AGENT][NEUTRAL] OK, so this plan will pick up any treatment received in the office, but not the actual office visit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, any treatment falls under the outpatient per calendar day benefit amount of $500 it will pick up the copays, the co-insurance, and our deductibles for treatment.
[CUSTOMER][MIXED] For you, but just not for the actual offices, OK.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Can I just have a reference number for the call?
[AGENT][NEUTRAL] Yes, it will be my name, which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that's all thank you so much.
[AGENT][POSITIVE] Thank you for calling American Public Life. Have a great day, [PII]. Bye-bye.
[CUSTOMER][POSITIVE] Thank you too bye.