AccountId: 011433970860
ContactId: d0ab81c1-57a6-4113-ad21-14dc99f5a445
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147139 ms
Total Talk Time (AGENT): 52578 ms
Total Talk Time (CUSTOMER): 47086 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/d0ab81c1-57a6-4113-ad21-14dc99f5a445_20250206T18:48_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling to see if this patient has benefits for an in office ultrasound, and um whenever you're ready I can give you her policy number and date of birth.
[AGENT][NEUTRAL] May I have the policy number, please?
[CUSTOMER][NEUTRAL] Yes, 02493164.
[AGENT][NEUTRAL] And may I have a callback number?
[CUSTOMER][NEUTRAL] [PII] and my [PII] is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII] or [PII], I don't know [PII] and date of birth is [PII].
[AGENT][NEUTRAL] And you're calling in for a procedure renew within an office setting?
[CUSTOMER][NEUTRAL] Right, if you'll, I'll give you the code 76,830.
[AGENT][POSITIVE] Thank you. I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] So in regards to this policy, verification of coverage does not guarantee the payment of the claim. This member has up to $3000 per calendar year that will go towards the primary insurance deductible, co-insurance, or co-pay. This policy is for sickness and injury only. It will not cover any preventative or wellness. Is there anything else that I can assist you with today, EV?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] No, so it does cover the ultrasound.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, may I have a reference number please?
[AGENT][NEUTRAL] Yes, the call reference would be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][NEUTRAL] OK, is it [PII] or [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, [PII], thank you so much for your help. Bye bye.
[AGENT][POSITIVE] You're welcome. Thank you.