AccountId: 011433970860
ContactId: b31f5ed3-8549-4229-82d3-76dfbc073310
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157250 ms
Total Talk Time (AGENT): 103909 ms
Total Talk Time (CUSTOMER): 34269 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/b31f5ed3-8549-4229-82d3-76dfbc073310_20250403T16:32_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm needing to see if this patient has any medical coverage or if it's just dental.
[AGENT][NEUTRAL] OK, I can take a look at that for you. Can I get your name, uh, and a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] 02576659
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the policy.
[AGENT][NEUTRAL] And let me see. So it looks like uh she does have a medical policy with us. Would you like to verify benefits?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, please be advised verifying benefits is not guaranteed payment. Uh, it looks like she has been, uh, effective since the policy has been effective since [PII] and still active. Is this gonna be for a physician office visit?
[CUSTOMER][NEUTRAL] Uh, yes, and outpatient testing.
[AGENT][NEUTRAL] OK, so, uh, let me look here. So, uh, for a physician visit, the policy pays $50 a visit, uh, and she's allowed for visits a year.
[AGENT][NEUTRAL] Uh, let me see as far as the outpatient.
[AGENT][NEUTRAL] Uh, the policy would not cover the facility. It would cover the physician and it would be the same benefit of $50 for the visit.
[AGENT][NEUTRAL] Let me make sure that OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, is this emergency room or just uh uh outpatient?
[CUSTOMER][NEUTRAL] Uh, just outpatient hospital, yeah.
[AGENT][NEUTRAL] OK, so yes, it would be the $50 a visit.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right, is there a uh reference number for our call?
[AGENT][NEUTRAL] Yes, ma'am, to reference our call, you'll use my name, [PII] and today's date.
[AGENT][POSITIVE] And fair, is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that will be all thank you.
[AGENT][POSITIVE] You're welcome you have a wonderful day and thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] Bye bye.