AccountId: 011433970860
ContactId: b04749bb-9996-4db9-9b83-34b3d808fd4f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138199 ms
Total Talk Time (AGENT): 56031 ms
Total Talk Time (CUSTOMER): 66236 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/b04749bb-9996-4db9-9b83-34b3d808fd4f_20250506T18:16_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good afternoon. I'm calling to check benefits for a patient's policy, please.
[AGENT][NEUTRAL] I can verify benefits. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and the patient's policy number is 02198450 ML 8.
[AGENT][NEUTRAL] I'm sorry, you faded out. I heard.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] Yeah, it's 021-98450 ML 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am. It's [PII]. No extension.
[AGENT][NEUTRAL] Thank you. Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, her name is [PII] and the date of birth [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] Oh
[CUSTOMER][NEUTRAL] Uh, I would like to know her outpatient benefit and also if it covers office visit co-pays and ultrasounds performed in the office.
[AGENT][NEGATIVE] This plan has no office visit, nor does it have office treatment benefits.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, let's see here. No, so no ultrasounds, no procedures, nothing in office, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Perfect. And what would be your outpatient benefit, if any?
[AGENT][NEUTRAL] Outpatient calendar year allows 6600.
[CUSTOMER][POSITIVE] Perfect, 6600. Has she used anything like that?
[AGENT][NEUTRAL] One moment, I'll pull that up.
[AGENT][NEGATIVE] No benefits have been applied for [PII].
[CUSTOMER][POSITIVE] Perfect and that's all I needed, [PII]. May I have a reference number for this phone call, please?
[AGENT][NEUTRAL] Yes, it will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][POSITIVE] Wonderful. Thank you. You have a nice day.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.