AccountId: 011433970860
ContactId: d9b14c78-9db7-4769-b31a-186321bdef1d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111099 ms
Total Talk Time (AGENT): 53459 ms
Total Talk Time (CUSTOMER): 51499 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/d9b14c78-9db7-4769-b31a-186321bdef1d_20250516T13:30_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] Hi, good morning. I'm calling from a provider's office. I'm calling, um, because I need benefits and eligibility for a procedure the patient's gonna have.
[AGENT][NEUTRAL] May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Yes, it's going to be [PII] Policy number is going to be 023531688ML8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you, [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, patient's name is [PII] and then date of birth [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised the verification of coverage does not guarantee the payment of a claim. This plan is effective [PII] and it is active. Which benefit can I provide for you?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Um, this, since it is a gap insurance, this patient doesn't have any deductible out of pocket coinsurance copay.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Perfect. OK, I just needed to make sure that we're in network. If I could just get a reference number and your name.
[AGENT][NEUTRAL] Yes, there is no network that can utilize any provider. The reference 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][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, you've been very helpful.
[AGENT][POSITIVE] [PII], thank you for calling A You're welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] Thank you, bye bye.