AccountId: 011433970860
ContactId: d80ff7b0-f7dd-4ec4-a7e4-f693090d7b48
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169339 ms
Total Talk Time (AGENT): 55655 ms
Total Talk Time (CUSTOMER): 67145 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/d80ff7b0-f7dd-4ec4-a7e4-f693090d7b48_20250616T14:04_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. Initial for my last name is [PII]. I'm calling to check benefits for a patient.
[AGENT][NEUTRAL] OK, I can help you with that era. Could I get the policy number?
[CUSTOMER][NEUTRAL] Yes, and found that.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh just one moment. The system signed me up.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, I have.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] 02440379 M as in Mary, L as in Louis, number 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for verifying the policy and you did say you were calling for benefits. What type of service is the patient coming in for?
[CUSTOMER][NEUTRAL] This is for allergy exam and hearing exam performed in the specialist office.
[AGENT][NEUTRAL] OK, please be advised verifying benefits is not guarantee payment.
[AGENT][NEUTRAL] The policy has been effective since [PII].
[AGENT][NEUTRAL] It is still active.
[AGENT][NEGATIVE] I showed for uh the policy would not cover a physician office visit.
[AGENT][NEUTRAL] If treatment is rendered in the office, the policy pays up to $250 a day.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, yes, just to confirm, um, I spoke with United Healthcare. They told me that for an allergy exam, the deductible will apply. Um, so the cost for the allergy exam is 516 for that amount you're gonna pay the half.
[AGENT][NEUTRAL] The policy pays up to $250 a day.
[CUSTOMER][POSITIVE] 50th. OK, got it, [PII]. Thank you so much for that information. Uh, do you have any reference number for my call today?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] To reference the call, you'll use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, thank you so much again and I hope you enjoy the rest of your day.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day yourself. Thank you for calling APL.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.