AccountId: 011433970860
ContactId: d6d4bef1-4218-4ee2-98f5-31e5e3f14f3f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115680 ms
Total Talk Time (AGENT): 55560 ms
Total Talk Time (CUSTOMER): 29339 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/d6d4bef1-4218-4ee2-98f5-31e5e3f14f3f_20250203T20:55_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] Yes, my name is [PII]. I'm calling from Con Hearing Aid Center, and I need to see if the member has hearing aid benefits.
[AGENT][NEUTRAL] I can verify benefits, Pa. May I have a policy number?
[CUSTOMER][NEUTRAL] It is 2486519.
[AGENT][NEUTRAL] And may I have a good call back number for you?
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [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. One moment, I'll get this pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This is a hospital indemnity plan. It is a limited benefit plan. So I'm just waiting on the policy to load.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm not seeing any DME under this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright and then may I have a reference number?
[AGENT][NEUTRAL] Yes, I'm not saying maybe.
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date, paying my verified benefits. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that is all I needed thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life, ma'am. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.