AccountId: 011433970860
ContactId: b9a9aac2-6149-415d-99f0-c70baeba7f42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151350 ms
Total Talk Time (AGENT): 45019 ms
Total Talk Time (CUSTOMER): 57943 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/b9a9aac2-6149-415d-99f0-c70baeba7f42_20250625T19:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, uh, this is [PII]. Uh, last name in uh initial [PII]. I just want to double-check a specific benefits for the code 95,800.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] Yeah, callback number, that will be [PII], [PII] 139.
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 95,800.
[AGENT][NEUTRAL] That's 95,800.
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] That's not enough numbers for our policy number.
[CUSTOMER][NEUTRAL] OK. How about this 02511325?
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, patient name, that will be [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] And you're calling in for benefits. Is this for an office procedure, outpatient or inpatient?
[CUSTOMER][NEUTRAL] Office visit.
[AGENT][NEUTRAL] OK, I'm pulling that up for you now. Is this for a status of a claim that has been submitted in?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, no, not yet. I would just like to double check if the member is in network under the facility name Harramanip [PII].
[AGENT][NEUTRAL] OK, so with this policy, it's not based of in or out of network. This is an indemnity policy, which is a limited benefit.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, I see.
[CUSTOMER][NEUTRAL] OK. I think that's all, uh, for me. Do you have a reference number? Call reference number?
[AGENT][NEUTRAL] The roof was
[AGENT][NEUTRAL] The reference number would be my first name, [PII].
[AGENT][NEUTRAL] Last initial of [PII] and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Thank you so much for that, [PII]. I, um, that's all for me. Thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life, [PII]. Have a great day.