AccountId: 011433970860
ContactId: ac57f43b-2d6c-4896-900c-733ee0621e9c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127510 ms
Total Talk Time (AGENT): 52303 ms
Total Talk Time (CUSTOMER): 61510 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/ac57f43b-2d6c-4896-900c-733ee0621e9c_20250411T15:07_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] Oh
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yes, hi, good afternoon, my name is um [PII], sorry, good morning, and I'm calling please to check benefits for a patient. Can I get your name one more time?
[AGENT][NEUTRAL] I can
[AGENT][NEUTRAL] It's [PII]. I can verify benefits. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, policy number will be 02467706MLA.
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name, it is [PII] and her date of birth, it is.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised the verification of coverage does not guarantee the payment of a claim. And which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Um, benefits, um, for the, for what I wanna know if you will be covering, uh, the deductible and copay from the primary insurance.
[AGENT][NEUTRAL] Yes, this policy.
[CUSTOMER][NEUTRAL] Um, how much they have?
[CUSTOMER][NEUTRAL] For outpatient?
[AGENT][NEUTRAL] This
[AGENT][NEUTRAL] This policy follows primary. It will pick up the copays, the co-insurance and or deductibles up to the benefit amount. For outpatient, this plan allows 8500.
[AGENT][NEUTRAL] Let me see the accumulation. No benefits have been applied for 2025.
[CUSTOMER][POSITIVE] Perfect thank you very much for your help.
[AGENT][POSITIVE] You're so welcome. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that will be all thank you.
[AGENT][POSITIVE] [PII], thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye.