AccountId: 011433970860
ContactId: d8a6f970-d935-4b8f-abb5-708156e2846d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105540 ms
Total Talk Time (AGENT): 48669 ms
Total Talk Time (CUSTOMER): 36658 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/d8a6f970-d935-4b8f-abb5-708156e2846d_20250116T15:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII]. I'm calling from Ortho now. I just wanted to verify a patient's gap insurance, please.
[AGENT][NEUTRAL] May I have a callback number and then the policy number?
[CUSTOMER][NEUTRAL] Yes, uh, [PII]. Uh, policy number is 02487978.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] You're needing to verify medical benefits?
[CUSTOMER][NEUTRAL] Yes, I just wanna verify that um.
[CUSTOMER][POSITIVE] She, he's covered his urgent care deductible co-pay or coinsurance is covered.
[AGENT][NEUTRAL] And verification coverage does not guarantee the payment of the claim. You're calling in for outpatient benefits. The member has up to $4250 per calendar day 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, [PII]?
[CUSTOMER][NEUTRAL] Uh, no, Ms. [PII], thank you. If I could just have the initial of your last name and a reference number.
[AGENT][NEUTRAL] The reference number will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you so much have a great rest of your week.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well.