AccountId: 011433970860
ContactId: f2385e25-96ab-430f-ad14-ab970b1cfe44
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166970 ms
Total Talk Time (AGENT): 67964 ms
Total Talk Time (CUSTOMER): 58651 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/f2385e25-96ab-430f-ad14-ab970b1cfe44_20250612T15:59_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I was calling regarding a mutual patient. Just calling to see if uh benefits for offices specialist.
[AGENT][NEUTRAL] OK, I can take a look at that for you.
[AGENT][NEUTRAL] Um, can I get a callback number for you?
[CUSTOMER][NEUTRAL] Yep. Uh [PII].
[AGENT][NEUTRAL] The policy number, please?
[CUSTOMER][NEUTRAL] I have 0261145.
[AGENT][NEUTRAL] Can I get that one more time? It looks like I'm missing a number.
[AGENT][NEUTRAL] Is that the outpatient certificate number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You know what, I don't have the card in front of me, but
[AGENT][NEUTRAL] OK. Let me get it one more time.
[CUSTOMER][NEUTRAL] Uh, yep, yep, I have.
[CUSTOMER][NEUTRAL] 00261145.
[AGENT][NEUTRAL] OK, let me try to pull by the name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What is the last name?
[CUSTOMER][NEUTRAL] [PII], that's [PII]
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][POSITIVE] OK, thank you so much for.
[AGENT][NEUTRAL] Verifying the policy and let me provide you with the correct policy number.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] 261-1445.
[CUSTOMER][NEUTRAL] Oh, that was a little off.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And you are calling for physician office benefits?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yes, specialist just to see if you guys cover copays.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, please be advised verifying benefits does not guarantee payment. The policy has been effective since [PII]. It is still active. I show the policy does not cover the office visit, um.
[AGENT][NEUTRAL] Co-pay
[CUSTOMER][POSITIVE] OK, perfect. Can I get a reference?
[AGENT][NEUTRAL] Uh, to reference our call, you'll use my name [PII] and today's date.
[CUSTOMER][POSITIVE] All right, perfect. Thank you. Have a wonderful day now.
[AGENT][POSITIVE] You're welcome. You have a wonderful day yourself and thank you for calling APO.
[CUSTOMER][NEUTRAL] Mm bye bye.
[AGENT][NEUTRAL] Bye bye.