AccountId: 011433970860
ContactId: e442afcc-9d2c-45c0-9f65-51b518976059
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92860 ms
Total Talk Time (AGENT): 47301 ms
Total Talk Time (CUSTOMER): 33400 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/e442afcc-9d2c-45c0-9f65-51b518976059_20250423T13:36_UTC.wav
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[AGENT][NEUTRAL] Calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII] I'm calling from my doctor's office. I would like to get some benefits for an an office procedure, see if there's any coverage.
[AGENT][NEUTRAL] OK. I can, uh.
[AGENT][NEUTRAL] Can I help you with that. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on, [PII]?
[CUSTOMER][NEUTRAL] It is 971-133.
[AGENT][NEUTRAL] The patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for verifying the account and you did say benefits for in office procedure.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, please be advised verifying benefits is not guaranteed payment. I show the policy effective since [PII], it's still active.
[AGENT][NEUTRAL] I show for in-office procedure, uh, it is covered up to $4250 a day. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Is an authorization needed or anything referral?
[AGENT][NEUTRAL] Authorization is not required.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Is it OK, you have a wonderful day. Thank you for calling APL. Bye bye.
[CUSTOMER][POSITIVE] All right, have a good day. You too. Thank you. Bye bye.