AccountId: 011433970860
ContactId: b71c18d6-0569-4d35-adbd-bc029951f4b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146380 ms
Total Talk Time (AGENT): 54537 ms
Total Talk Time (CUSTOMER): 76785 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/b71c18d6-0569-4d35-adbd-bc029951f4b1_20250221T19:37_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], I'm calling to confirm this patient's secondary gap coverage with American Public Life. They have any outpatient dollar amount for the year?
[AGENT][NEUTRAL] I can verify benefits. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Patient's policy number is 01845866 M like Mike L like Larry, and the number 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you, may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. This benefit allows $1000 per calendar year, and let me see the accumulations.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[AGENT][NEGATIVE] No benefits have been applied for 2025.
[CUSTOMER][NEUTRAL] OK, 0 apply for 2025 and you said that's $1000 for the calendar year, not per day or anything like that. OK, got you. Alright, and then also the group name, group number just to confirm I do have a group number here 23993, is that correct?
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and then the group name is there a group name associated on the policy? I don't see anything for that.
[AGENT][NEUTRAL] It is
[AGENT][NEUTRAL] Educational Federal Credit Union.
[CUSTOMER][NEUTRAL] Educational Federal Credit Union.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK, and then the PO box I have the [PII]. Is that correct?
[AGENT][POSITIVE] Correct, yes, ma'am.
[CUSTOMER][POSITIVE] Perfect. Alright, thank you so much, [PII]. You answered all my questions. Uh, can I have a call reference number and the first initial of your last name?
[AGENT][NEUTRAL] Yes, the reference will be my name, which is [PII]. Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Perfect. All right, thank you so much for your time. Hope you enjoy the rest of your day and have a great weekend.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great weekend. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye.