AccountId: 011433970860
ContactId: f3744c51-d9c1-4309-9b42-3283d1801817
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183330 ms
Total Talk Time (AGENT): 80400 ms
Total Talk Time (CUSTOMER): 51058 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/f3744c51-d9c1-4309-9b42-3283d1801817_20250602T13:08_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good morning. What is your first name again, please?
[AGENT][NEUTRAL] Um, it's [PII], um, it's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] Thank you. I'm just checking this patient's secondary and um for his American public life, please.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, could I get your name and a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's, uh, my name is [PII].
[CUSTOMER][NEUTRAL] And it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] It's 02555997.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Birthday is [PII] [PII].
[AGENT][NEUTRAL] OK, and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII], and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] It's outpatient.
[AGENT][NEUTRAL] OK. For outpatient, we cover up to 7500 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] All right. Yes, what's the address for American Public Life, please?
[AGENT][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Oh my.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the city is [PII] and what's, what's the state?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], right.
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][POSITIVE] All right, thank you so much for your help.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, ma'am you have a great day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling ATL. Mm bye.
[CUSTOMER][POSITIVE] OK, take care.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.