AccountId: 011433970860
ContactId: e9fb7462-caba-42a4-9fe7-a7a3b34d0bb9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86949 ms
Total Talk Time (AGENT): 25499 ms
Total Talk Time (CUSTOMER): 52786 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/e9fb7462-caba-42a4-9fe7-a7a3b34d0bb9_20250331T18:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? This is [PII]. I'm calling again just to ask one more question about a following patient we spoke about.
[AGENT][NEUTRAL] OK, may I have that policy number?
[CUSTOMER][NEUTRAL] Yes, of course. Give me one second, I'm pulling it up. The policy number is going to be
[CUSTOMER][NEUTRAL] OK. Policy number is going to be 025002777.
[AGENT][NEUTRAL] And the patient's name and date of birth? Go ahead.
[CUSTOMER][NEUTRAL] That's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][POSITIVE] Thank you and how may I assist you?
[CUSTOMER][NEUTRAL] Yeah, I, I know that you spoke, we spoke earlier and you did let me know that this would be for uh injury and illness only, but my, my leaders were wondering and they wanted to make sure I asked, does this cover diagnostic services? So I just wanna know if the policy will cover diagnostic services.
[AGENT][NEUTRAL] As previously stated, it does not cover preventative or wellness. It only covers sickness or injury.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, so it does not cover diagnosis services.
[AGENT][POSITIVE] If it's not for sickness or injury, correct. OK. You're welcome. Thank you so much for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[CUSTOMER][POSITIVE] Have a great day.
[AGENT][NEUTRAL] Bye bye.