AccountId: 011433970860
ContactId: c9ca0398-415f-4176-9445-2b8597124258
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114059 ms
Total Talk Time (AGENT): 50786 ms
Total Talk Time (CUSTOMER): 52651 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/c9ca0398-415f-4176-9445-2b8597124258_20250509T18:44_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], my name is [PII] calling from Diagnostic Center in [PII]. I was calling for benefits information, please.
[AGENT][NEUTRAL] I can verify benefits. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] 02359542ML8
[AGENT][POSITIVE] Thank you. May I have a good call back number for you?
[CUSTOMER][NEUTRAL] Yes, [PII] option 4.
[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. And which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Um, she's having an outpatient. Um, she's coming in for radiology services, diagnostic services.
[AGENT][NEUTRAL] Outpatient
[AGENT][NEUTRAL] I'm sorry, outpatient calendar year allows 1500.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm, per year.
[AGENT][NEUTRAL] It will pick up the copays, the co-insurance, and our deductibles to the 1500.
[CUSTOMER][NEUTRAL] OK, has she used any of it yet?
[AGENT][NEGATIVE] No benefits have been applied for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you, [PII]. Can I have the initial to your last name please for references [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that would be all.
[AGENT][POSITIVE] [PII], thank you so much and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You do the same too bye bye.
[AGENT][POSITIVE] Thank you bye bye.