AccountId: 011433970860
ContactId: ac41be19-ca50-49fb-a78f-0545dd1b8622
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116730 ms
Total Talk Time (AGENT): 55387 ms
Total Talk Time (CUSTOMER): 47180 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/ac41be19-ca50-49fb-a78f-0545dd1b8622_20250319T15:40_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], my name is [PII] I'm looking to verify eligibility and benefits for our members gap policy.
[AGENT][NEUTRAL] I can verify benefits and eligibility, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, so the policy number I have here is 021292-25.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, that'll be [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, so I have here [PII] with the date of birth of [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. So this plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Yes, this will be for an outpatient procedure.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Outpatient per occurrence allows $500.
[CUSTOMER][NEUTRAL] 500 per occurrence.
[CUSTOMER][NEUTRAL] And is there any sort of like annual benefit maximum or any any sort of plan limitation on that 500 per visit or occurrence?
[AGENT][NEUTRAL] No, it's just per occurrence. Yes, sir.
[CUSTOMER][NEUTRAL] OK, understood.
[CUSTOMER][NEUTRAL] Alright then, [PII] should be wrapping up now. May I have a reference number for this 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, it's been all you've been great. I appreciate your time and I hope you have a great day, mhm.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Good bye bye now.