AccountId: 011433970860
ContactId: e6262629-c15b-41ac-a09f-2c8cb514b771
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109419 ms
Total Talk Time (AGENT): 54311 ms
Total Talk Time (CUSTOMER): 47320 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/e6262629-c15b-41ac-a09f-2c8cb514b771_20250611T18:17_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] Yes, hi, good afternoon, calling from a provider's office. I need some information in a member gap insurance, please.
[AGENT][NEUTRAL] OK. Could I get your name and a callback number?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] The patient's, uh, policy number?
[CUSTOMER][NEUTRAL] 02274987 MLA.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the policy, and are you calling for benefits today?
[CUSTOMER][NEUTRAL] Yes, um, me too.
[AGENT][NEUTRAL] And what type of service is the patient coming in for?
[CUSTOMER][NEUTRAL] Yeah, I need office visits and ultrasounds done in office.
[AGENT][NEUTRAL] OK, please be advised verifying benefits is not guaranteed payment. The policy has been effective since [PII]. It is still active.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] The physician office visit would not be covered. The ultrasound will be covered up to $500 a day.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] I did.
[CUSTOMER][NEUTRAL] Uh, no, I'm just, can you spell your name and I need a reference number please on this phone call.
[AGENT][NEUTRAL] OK, the reference number will be my name and today's date. It's spelled [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect. Thank you so much, [PII]. Thank you. Have a wonderful day.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day yourself. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Take care.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.