AccountId: 011433970860
ContactId: eea6df9d-2859-4026-a22b-9a88a9009fca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117569 ms
Total Talk Time (AGENT): 59154 ms
Total Talk Time (CUSTOMER): 40527 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/eea6df9d-2859-4026-a22b-9a88a9009fca_20250325T18:33_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 [PII], my name is [PII] I'm looking to verify eligibility and benefits for members gap policy.
[AGENT][NEUTRAL] I can verify benefits and eligibility, [PII], may I have a policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number I have here is 02353094ML8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, that'll be [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, so I have here [PII] with the date of birth of [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. This plan is effective [PII] and it is active.
[AGENT][NEUTRAL] Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Yes, those would be for the outpatient.
[AGENT][NEUTRAL] Outpatient calendar year allows $2000.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] It will pick up the copays, the co-insurance and our deductibles up to 2000.
[AGENT][NEGATIVE] No benefits have been applied for [PII].
[CUSTOMER][POSITIVE] Excellent. Then [PII] should be wrapping up now. May I just have a reference number for this call?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, it's been uh been great. I appreciate your time. I hope you have a great day.
[AGENT][POSITIVE] [PII], you're so welcome. And thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Alright bye bye now.