AccountId: 011433970860
ContactId: b662bea7-2793-4ca7-9a0f-464171f1a42c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111459 ms
Total Talk Time (AGENT): 52015 ms
Total Talk Time (CUSTOMER): 49431 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/b662bea7-2793-4ca7-9a0f-464171f1a42c_20250122T16:20_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, this is [PII] from the Neurology Institute. I'm just checking benefits for patients.
[AGENT][NEUTRAL] I can verify benefits, [PII]. May I have the policy number?
[CUSTOMER][NEUTRAL] It's 02465908, M for Mary, L for Lima, number 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, this is for [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. Policy is effective [PII] and it is active. Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I just wanted to confirm if this is secondary payer.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, great. Uh, does it cover, um, uh, deductible or any remaining from the primary?
[AGENT][NEUTRAL] This plan will pick up the co-pays, the co-insurance, and our deductibles up to the benefit amount.
[CUSTOMER][POSITIVE] Oh, OK, thank you so much, yeah, that's all I need to know uh can I get 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.
[CUSTOMER][POSITIVE] Thank you, [PII]. You have a wonderful day ahead.
[AGENT][POSITIVE] [PII], you're so welcome, and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you, bye.