AccountId: 011433970860
ContactId: df7fc524-4586-46c2-92ec-fdaf5d803c51
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137289 ms
Total Talk Time (AGENT): 68463 ms
Total Talk Time (CUSTOMER): 40619 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/df7fc524-4586-46c2-92ec-fdaf5d803c51_20250625T18:00_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 [PII], I just needed to get some benefits for a member.
[AGENT][NEUTRAL] I can verify benefits. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Yeah my name is [PII] and the policy is 0247437777.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yep, it is [PII] and it's [PII] of [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. And which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Chiropractic.
[AGENT][NEUTRAL] So, that would fall under the office treatment.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And that falls under the outpatient benefit max of $3000.
[AGENT][NEUTRAL] So it will pick up the copays, the co-insurance, and our deductibles up to the 3000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] And then can I have you look up another one for me as well? It's the same if they're under the same plan. It's just her husband.
[AGENT][NEUTRAL] OK. And the husband's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII].
[AGENT][POSITIVE] Thank you. And the same benefits?
[CUSTOMER][NEUTRAL] Yeah, I want to know what his um effective date is as well.
[AGENT][NEUTRAL] OK, so he would have the same benefits outpatient $3000 the same effective date which will be [PII] and it is active.
[CUSTOMER][NEUTRAL] OK, that is everything I needed. Can I get a reference number for today?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] E. Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] OK awesome thank you so much for your help.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.