AccountId: 011433970860
ContactId: e7eee022-35f1-4644-9f7d-e2e9f1aa9622
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127190 ms
Total Talk Time (AGENT): 64908 ms
Total Talk Time (CUSTOMER): 92789 ms
Interruptions: 9
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/e7eee022-35f1-4644-9f7d-e2e9f1aa9622_20250205T21:21_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] As the patient will require a referral to see the specialist.
[CUSTOMER][NEUTRAL] Hello, good afternoon, this is [PII]. I'm calling regarding a mutual member. I'm just trying to check the eligibility and benefits for it.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] That'll be 01702720 ML 8.
[AGENT][NEUTRAL] May I have a good call back number for you?
[CUSTOMER][NEUTRAL] a callback number
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, that that'll be [PII].
[CUSTOMER][NEUTRAL] And the date of birth [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim.
[CUSTOMER][NEUTRAL] Thank you for verifying that information. Please be advised the verification.
[CUSTOMER][NEUTRAL] Does not guarantee the payment of a claim, so the.
[AGENT][NEUTRAL] So the active policy number will be 02475388.
[CUSTOMER][NEUTRAL] be
[CUSTOMER][NEUTRAL] 0247.
[CUSTOMER][NEUTRAL] 5388.
[AGENT][NEUTRAL] This plan is effective 3-1-2024 and it is active.
[CUSTOMER][NEUTRAL] This plan is effective [PII] and it is.
[AGENT][NEUTRAL] Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Which benefit can I provide?
[CUSTOMER][NEUTRAL] Um, for a specialist office visit?
[AGENT][NEGATIVE] This policy has no office visit benefits. It does provide office treatment, but no office visit.
[CUSTOMER][NEGATIVE] He has no office visit benefits.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so for treatments that would be like injections and blood work, correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK perfect sounds good. Can I obtain a reference number for the call?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Yes, it will be my name which is [PII] along with today's date. is there anything else I can assist you with? No, that should be it. Thank you so much.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life Care and have a great day. Bye-bye.
[CUSTOMER][POSITIVE] You're welcome and thank you for calling American.
[CUSTOMER][NEUTRAL] You too bye bye.