AccountId: 011433970860
ContactId: f3eb11ff-f40d-4cc8-991e-43cf6cc4863a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146360 ms
Total Talk Time (AGENT): 75280 ms
Total Talk Time (CUSTOMER): 48063 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/f3eb11ff-f40d-4cc8-991e-43cf6cc4863a_20250304T17:34_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling for benefits and eligibility for one of our patients.
[AGENT][NEUTRAL] Hm, OK, I can help you with that. Can I get your name and a callback number?
[CUSTOMER][NEUTRAL] It's gonna be [PII] and the callback number is gonna be [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Could I get, uh, the policy number?
[CUSTOMER][NEUTRAL] Of course, the policy number is gonna be 962-87962-8887.
[AGENT][NEUTRAL] OK. Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh hea and it's gonna be [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the policy and you did say benefits and eligibility. What type of service is the patient coming in for?
[CUSTOMER][NEUTRAL] An office visit and outpatient surgery for a specialist.
[AGENT][NEUTRAL] OK, please be advised verifying benefits is not guaranteed payment. I do show the policy effective since [PII] is still active. I show for a physician visit for a, let's see, physician visit, I show the policy pays up to $25 a visit.
[AGENT][NEUTRAL] And the patient has 4 visits a year to use.
[AGENT][NEUTRAL] Uh, the in-office procedure would also apply.
[AGENT][NEUTRAL] Uh, to the physician visit.
[CUSTOMER][NEUTRAL] OK, so it's $25 per visit 4 visits and how much has been accumulated?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] I show that they have all 4 visits available for [PII].
[CUSTOMER][NEUTRAL] OK, so 0 has been you.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, no, a reference number, please.
[AGENT][NEUTRAL] Yes, to reference our call, you'll use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you so much have a great rest of your day, OK?
[AGENT][POSITIVE] You're welcome. You have a wonderful day. Thank you for calling APO bye bye.
[CUSTOMER][NEUTRAL] Bye. You too.
[CUSTOMER][NEUTRAL] Bye.