AccountId: 011433970860
ContactId: a9490178-dde5-487d-8add-a22376e7eb20
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159419 ms
Total Talk Time (AGENT): 55958 ms
Total Talk Time (CUSTOMER): 32779 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/a9490178-dde5-487d-8add-a22376e7eb20_20250602T14:32_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling from Doctor [PII]'s office, and I'm trying to get verification of insurance.
[AGENT][NEUTRAL] OK, I can help you with that. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII], and the callback number is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] Uh, let me get back to it.
[CUSTOMER][NEUTRAL] 02597080
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the policy and you're calling for eligibility today?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I show her policy has been effective since [PII]. It is still active.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, does she have a copay or anything?
[AGENT][NEUTRAL] Oh OK, is this for a physician visit?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, please be advised verifying benefits does not guarantee payment.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, hold one moment, let me pull the benefits.
[AGENT][NEUTRAL] OK, it looks like for a physician's visit, the policy pays $75 a visit.
[AGENT][NEUTRAL] Uh, and the patient has 6 visits a year.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're welcome, [PII] you have a wonderful day. Thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Yes ma'am.