AccountId: 011433970860
ContactId: d02a0f5a-cb53-4202-bd8c-40b592df9d3d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285700 ms
Total Talk Time (AGENT): 65969 ms
Total Talk Time (CUSTOMER): 71539 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/d02a0f5a-cb53-4202-bd8c-40b592df9d3d_20250625T19:43_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], this is [PII]. I'm calling because, um, I'm trying to verify benefits and eligibility for a patient.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have the policy number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Give me, give me 1 2nd. Let me check out a patient and I'll get right back to you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, are you still there?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, uh, so the policy number I have 0257.
[CUSTOMER][NEUTRAL] 9686.
[AGENT][NEUTRAL] May I have a good call back number for you?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you for verifying the information. Is this for medical, dental?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] OK, one moment and I'll get that pulled up. That number you gave me was for the dental plan. One moment.
[CUSTOMER][NEUTRAL] Oh, that's the only number on here.
[AGENT][POSITIVE] No worries. One moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] So the dental policy, I mean the medical policy will be 02579853.
[AGENT][NEUTRAL] That policy is effective [PII] and it is active.
[AGENT][NEUTRAL] What information can I provide for you?
[CUSTOMER][NEUTRAL] Um, for the, I'm sorry, for the policy number 02579.
[CUSTOMER][NEUTRAL] 853 you said?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and that's the medical. All right. And then, um,
[CUSTOMER][NEUTRAL] How much is it for to see a specialist for the patient?
[AGENT][NEUTRAL] This plan allows $75 per visit, max 6 days per calendar year. There is no co-pay, only the benefit amount.
[CUSTOMER][NEUTRAL] Max 6 visits per year.
[CUSTOMER][NEUTRAL] And no copay, OK.
[CUSTOMER][NEUTRAL] Alright, and then can I get a reference call number?
[AGENT][NEUTRAL] Yes, it will be my name, which is [PII] E. Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] What did they say? OK, thank you.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye.