AccountId: 011433970860
ContactId: d638b3a2-2f46-4ab4-ad4a-bcc7d862d2f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117760 ms
Total Talk Time (AGENT): 56771 ms
Total Talk Time (CUSTOMER): 54451 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/d638b3a2-2f46-4ab4-ad4a-bcc7d862d2f3_20250207T15:02_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from [PII]. I'm trying to get the benefits and eligibility for a patient.
[AGENT][NEUTRAL] OK, and help you with that, [PII]. Can I get a callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] That's.
[CUSTOMER][NEUTRAL] The policy number I'm sorry, is 02013321 M as in Mary, L as in Lima and the number 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], and the date of birth is [PII].
[AGENT][POSITIVE] Thank you so much for verifying the policy and you did say benefits today. What type of service is the patient coming in for?
[CUSTOMER][NEUTRAL] Um, right now it's just an office visit. It's a specialist in ear, nose, and throat specialist.
[AGENT][NEUTRAL] OK, please.
[AGENT][NEUTRAL] OK, please be advised verifying benefits is not guaranteed payment.
[AGENT][NEUTRAL] I show the policy effective since [PII]. It is still active.
[AGENT][NEUTRAL] Um, I show the policy would not cover the uh office visit, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Responsibility if other treatment is rendered in the office, uh, it will pay up to $3000 a calendar year.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Up to 3000.
[CUSTOMER][NEUTRAL] No, is there any way you can let me know if any of that 3000 has been used so far?
[AGENT][NEUTRAL] I do show it, uh, all available for [PII].
[CUSTOMER][POSITIVE] Alright perfect [PII], can I have a reference number for this call?
[AGENT][NEUTRAL] To reference the call, you'll use my name and today's date.
[CUSTOMER][POSITIVE] Perfect, thank you so much, [PII]. I hope you have a great rest of the week and a great weekend.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Same to you have a wonderful day. Thank you for calling APL bye bye.
[CUSTOMER][POSITIVE] You too thanks thanks bye bye.