AccountId: 011433970860
ContactId: efefa753-860a-4632-8976-a3a9ba18c297
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98819 ms
Total Talk Time (AGENT): 54709 ms
Total Talk Time (CUSTOMER): 31808 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/efefa753-860a-4632-8976-a3a9ba18c297_20250123T15:35_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] Um, yes, hi, I'm calling from the office of Grisel McWilliams, and I need to verify insurance please.
[AGENT][NEUTRAL] OK, I can help you with that. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Um, the [PII], um, [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Can I get the policy number you're calling on?
[CUSTOMER][NEUTRAL] Yeah, 02497469.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII], um, [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the account. Are you calling for benefits or eligibility?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, for both.
[AGENT][NEUTRAL] OK, please be advised verifying benefits is not guarantee payment. The policy has been effective since [PII] is still active.
[AGENT][NEUTRAL] And what type of service is the patient coming in for?
[CUSTOMER][NEUTRAL] Um, PCP primary.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, I show that for a physician office visit, uh, the policy will pay up to $25 a visit. Uh, the patient has 4 visits a year to use. I show all 4 are available at this time.
[CUSTOMER][POSITIVE] OK, awesome. OK, well thank you so so much for your help.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that'll be all. Thank you.
[AGENT][POSITIVE] OK, you have a wonderful day. Thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] All right bye bye.