AccountId: 011433970860
ContactId: b89a2fcc-89a1-4c96-acf7-cf4093bfd758
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116139 ms
Total Talk Time (AGENT): 57311 ms
Total Talk Time (CUSTOMER): 46179 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/b89a2fcc-89a1-4c96-acf7-cf4093bfd758_20250612T14:30_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] [PII], hi, I'm calling to check verification of benefits and eligibility on a mutual patient.
[AGENT][NEUTRAL] OK, I can help you with that. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII] and my callback number is [PII].
[AGENT][NEUTRAL] Thank you and what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Policy certificate 02559742.
[AGENT][NEUTRAL] OK. The patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you so much for verifying our policy and you are calling for benefits today. What type of service is the patient coming in for?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Medicine medical.
[CUSTOMER][NEUTRAL] Primary care.
[AGENT][NEUTRAL] A physician visit? OK. Please bear.
[CUSTOMER][NEUTRAL] Physician visit, yeah.
[AGENT][NEUTRAL] OK, please be advised verifying benefits is not guarantee payment. The policy has been effective since [PII]. It is still active. I show for a physician visit, the policy pays $50 a visit and the um patient has 4 visits a year to use.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Alrighty thank you.
[AGENT][NEUTRAL] Uh so she does have the full 4 available.
[CUSTOMER][POSITIVE] OK great thank you very much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, ma'am, that would be all thank you very much.
[AGENT][POSITIVE] OK. [PII], you have a wonderful day. Thank you for calling APO. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Uh huh bye bye.