AccountId: 011433970860
ContactId: cb4490b1-7c96-4a4e-889e-0a05688550ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115180 ms
Total Talk Time (AGENT): 58551 ms
Total Talk Time (CUSTOMER): 71630 ms
Interruptions: 4
Overall Sentiment: AGENT=1.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/cb4490b1-7c96-4a4e-889e-0a05688550ab_20250623T16:00_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] Hi, I'm [PII]. We're the provider. How are you?
[AGENT][POSITIVE] Good how are you?
[CUSTOMER][POSITIVE] Good, thank you. Patient eligibility and benefits?
[AGENT][NEUTRAL] Uh, yes ma'am, I can help you with that, and [PII], could I get a callback number from you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] OK, policy number is OK.
[CUSTOMER][NEUTRAL] 01723114
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you so much for verifying the policy and you did say benefits today. Uh, what type of service is the patient coming in for?
[CUSTOMER][NEUTRAL] So much for verifying the policy and you did say today so the coming in for out so this is for outpatients for diagnostic visit. Do you need the CPT code?
[AGENT][NEUTRAL] No, ma'am. I just need the place of service, so this will be done in an outpatient facility.
[CUSTOMER][NEUTRAL] No ma'am, I just need to place the service so this will be done in an outpatient facility. Right, we're we're, yep, we're looking for outpatient benefits correct.
[AGENT][NEUTRAL] OK, please be advised verifying benefits does not guarantee payment. Her policy has been effective since [PII]. It is still active. For outpatient facility benefits, the policy pays up to 2000.
[CUSTOMER][NEUTRAL] OK, please be advised verifying benefits does not guarantee payment. Her policy's been effective since [PII]. It is still active.
[AGENT][NEUTRAL] $2000 a calendar year. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK, great. Yes, her group group name is CIMA Telecom Inc.
[AGENT][NEUTRAL] Let me look at that for you.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] Group number is 15874.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK, and she's the subscriber? Perfect. I love it quick and easy, [PII].
[AGENT][NEUTRAL] She it, mhm.
[AGENT][POSITIVE] All right, [PII]. You have a wonderful day. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thanks, [PII]. Bye.
[AGENT][NEUTRAL] Bye bye.