AccountId: 011433970860
ContactId: f17cc8fa-09ec-4bfc-aa15-a9f33874a3a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249679 ms
Total Talk Time (AGENT): 85558 ms
Total Talk Time (CUSTOMER): 57638 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/f17cc8fa-09ec-4bfc-aa15-a9f33874a3a0_20250502T14:04_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, um, my name is [PII]. I am calling because I have this as a secondary like a gap insurance, and I wanted to know if you guys cover IVF.
[AGENT][NEUTRAL] OK, may I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have your policy number?
[CUSTOMER][NEUTRAL] Do you want the
[CUSTOMER][NEUTRAL] In hospital one or the outpatient one?
[AGENT][NEUTRAL] You can give me the outpatient, they're the same.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is 01611728 ML 8.
[AGENT][NEUTRAL] And could you please verify your date of birth and then the mailing address?
[CUSTOMER][NEUTRAL] Date of birth is [PII] and mailing address is [PII].
[AGENT][NEUTRAL] And it does look like we have an email address on file. Could you verify that for me please to make sure it's correct?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] No, that's not the one that we have on file.
[CUSTOMER][NEUTRAL] And is it [PII]?
[AGENT][NEUTRAL] Yes. Is that the one that you would like to leave on file?
[CUSTOMER][NEUTRAL] That's fine now.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] And thank you so much [PII], for verifying your policy. You were calling in to see if IVF is covered?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let me pull that up for you now.
[AGENT][POSITIVE] And I do apologize for the wait.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so in regards to your policy, I'm not seeing that that is included.
[AGENT][NEUTRAL] But the only thing that I can advise you of is that the provider can call in and give the needed information to see if it would be considered up under your policy, but I'm not saying that that is a covered benefit.
[CUSTOMER][NEUTRAL] OK, so they would have to see when they when they would run it.
[AGENT][NEUTRAL] Yes, what they will have to do, they would, you would have to give them this information and they will contact us and they will um give us the information over the phone and that information would be able to be verified in order for us to review this policy in depth to see if it is covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, I appreciate it.
[AGENT][NEUTRAL] Is there, you're welcome. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] No, that would be it.
[AGENT][POSITIVE] Thank you so much for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you bye