AccountId: 011433970860
ContactId: a6348513-e4cc-49ba-8cd7-192dd62c9a0b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125699 ms
Total Talk Time (AGENT): 58895 ms
Total Talk Time (CUSTOMER): 31228 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/a6348513-e4cc-49ba-8cd7-192dd62c9a0b_20250206T20:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, how are you? Yes, to verify stability and benefits for a patient.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes my name is [PII].
[CUSTOMER][NEUTRAL] Um, callback number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Yes, I have 02501804 ML8.
[AGENT][NEUTRAL] OK, I apologize 0250.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's the next numbers?
[CUSTOMER][NEUTRAL] Yeah, 1804 ML8.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] And you're calling in for eligibility and benefits, is there a specific benefits you're calling in for?
[CUSTOMER][NEUTRAL] Urgent care.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And verification of coverage does not guarantee the payment of the claim. This policy is currently active. The effective date is [PII]. For urgent care, the member has up to.
[AGENT][NEUTRAL] $2500 per calendar year that will go towards the primary insurance deductible, co-insurance, or co-pay. This policy is for sickness and injury only. It will not cover any preventative or wellness. Is there anything else I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] That was uh perfect thank you so much.
[AGENT][POSITIVE] You're welcome thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] Thank you bye bye.