AccountId: 011433970860
ContactId: bbc05981-252d-4e6c-b41b-17ddda6426a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120720 ms
Total Talk Time (AGENT): 48317 ms
Total Talk Time (CUSTOMER): 45970 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/bbc05981-252d-4e6c-b41b-17ddda6426a6_20250527T18:19_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], um, my name is [PII]. I'm calling from Nicholas Children's Hospital.
[CUSTOMER][NEUTRAL] Um, in regards to a patient of ours that has the APL insurance.
[AGENT][NEUTRAL] And how may I help you today, [PII]?
[CUSTOMER][NEUTRAL] I was calling to get benefits for speech therapy.
[AGENT][NEUTRAL] I can verify benefits. May I have a policy number?
[CUSTOMER][NEUTRAL] Of course, whenever you're ready.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] Alright, 0244.
[CUSTOMER][NEUTRAL] 0231 M as in Mary L as in Larry 7
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Of course it's [PII] and the extension is [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and her date of birth is uh [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim, and this plan does not have speech therapy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It does not uh cover speech.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] They do have physical but no speech.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, thank you so much. And can I have a reference number for the call?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you, that's it. Thank you so much. I appreciate it.
[AGENT][POSITIVE] You're so welcome. And thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.