AccountId: 011433970860
ContactId: e984b445-4174-4819-a67f-5f6816d5aa59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185190 ms
Total Talk Time (AGENT): 70204 ms
Total Talk Time (CUSTOMER): 97566 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/e984b445-4174-4819-a67f-5f6816d5aa59_20250224T20:35_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 Ms. [PII], my name is [PII] and I'm calling from a provider's office, uh, to verify patients benefits uh for their policy.
[AGENT][NEUTRAL] I can verify benefits, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Sure I have two of them so I'm not sure which one or if maybe they're both active um but I have for the 1st 1 662-818.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII] and that is direct.
[AGENT][NEUTRAL] Thank you. And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, that is [PII]. Her date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of claim. One moment, let me get this pulled up.
[CUSTOMER][NEUTRAL] Yes me.
[AGENT][NEUTRAL] OK, so it looks like the last policy was the 2818 and looks like this policy is no longer active as of [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Then it must be the other one that I have.
[CUSTOMER][NEUTRAL] Maybe possibly who knows, um.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] We have 0474489.
[CUSTOMER][NEUTRAL] I actually have 724827.
[CUSTOMER][NEUTRAL] You know what that is.
[AGENT][NEUTRAL] OK, so let me see, and that policy is no longer active as of 3121.
[CUSTOMER][NEUTRAL] Oh boy, 3121.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So they have another one hiding in there.
[CUSTOMER][NEUTRAL] OK, that would explain why I have 2.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Are you able to give me benefit information for that other one, or?
[AGENT][NEUTRAL] For the one in 2818.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] The one that's hopefully, do they have one that's active?
[AGENT][NEUTRAL] No, ma'am, there's no active policy. 2021 was the last one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, good deal.
[CUSTOMER][NEUTRAL] No active policy.
[CUSTOMER][POSITIVE] Oh Miss [PII], blessed. Alrighty, well that was, that was all I needed to know. I appreciate you looking over those with me.
[AGENT][POSITIVE] [PII], you're so welcome. And thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][POSITIVE] Yes ma'am you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.