AccountId: 011433970860
ContactId: ffacf09a-1b6a-4822-b0de-86f6b7a5db91
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133490 ms
Total Talk Time (AGENT): 70522 ms
Total Talk Time (CUSTOMER): 54634 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/ffacf09a-1b6a-4822-b0de-86f6b7a5db91_20250221T14:24_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] I
[CUSTOMER][NEUTRAL] Hi, good morning. I'm just calling to verify um eligibility.
[AGENT][NEUTRAL] I can help you with that. Could I get your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII], callback number [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Would that be the um on the card would that be the benefit for for the certification number because I don't see any policy number. OK, it's 02549574 and then it has letters ML8.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] Last name [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the policy and you're calling for eligibility today?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I show the policy effective since [PII]. It is still active. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] So this covers the copays?
[AGENT][NEUTRAL] OK, would you, you wanna verify benefits for a physician office visit? OK, please be advised. OK, please be advised verifying benefits is not guaranteed payment.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes please I'm sorry.
[AGENT][NEUTRAL] Um, so let me see.
[AGENT][NEUTRAL] This policy would not cover the physician office visit co-pay, but if other treatment is rendered in the office and there's patient responsibility applied to the other treatment.
[AGENT][NEUTRAL] The policy will pay up to, sorry my system's slow, $3000 a day.
[CUSTOMER][POSITIVE] Perfect. OK. Thank you so much for clarifying. Um, may I have a reference number for this call?
[AGENT][NEUTRAL] To reference the call, you'll use my name, [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][POSITIVE] You're welcome you have a wonderful day. Thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] You as well.
[CUSTOMER][NEUTRAL] Bye.