AccountId: 011433970860
ContactId: d61d3785-5c6d-4186-a7cd-25d35de7811f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137000 ms
Total Talk Time (AGENT): 61271 ms
Total Talk Time (CUSTOMER): 54837 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/d61d3785-5c6d-4186-a7cd-25d35de7811f_20250225T21:08_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] Uh, I'm sorry, I didn't get your name.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], my name is [PII], I'm calling from a doctor's office and I'm trying to verify benefits on a patient please.
[AGENT][NEUTRAL] I can verify benefits. May I have a policy number?
[CUSTOMER][NEUTRAL] Policy number is 01611844.
[CUSTOMER][NEUTRAL] [PII] 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] This is for [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 benefits can I provide for you?
[CUSTOMER][NEUTRAL] Uh, this is for in office service.
[CUSTOMER][NEUTRAL] A visit and she had a procedure. Do you want the CPT codes or you want the names?
[AGENT][NEUTRAL] Um, no, let's see. The actual office visit would not be covered. Any procedures performed in the office falls under the outpatient.
[AGENT][NEUTRAL] Let's see, outpatient calendar year benefit amount of 1500.
[CUSTOMER][NEUTRAL] Can you tell me how much she meant?
[AGENT][NEUTRAL] One moment.
[AGENT][NEGATIVE] No benefits have been applied for [PII].
[CUSTOMER][NEUTRAL] So she's still available 1500.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, can you provide me with the reference number, [PII]?
[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 today?
[CUSTOMER][POSITIVE] No ma'am thank you have a good afternoon.
[AGENT][POSITIVE] You're so welcome, and thank you for calling American Public Life. Have a great day, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.