AccountId: 011433970860
ContactId: 01d1c449-a361-47ee-8b25-611d2b2267e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102019 ms
Total Talk Time (AGENT): 52508 ms
Total Talk Time (CUSTOMER): 25881 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/01d1c449-a361-47ee-8b25-611d2b2267e9_20250204T19:32_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, my name is [PII]. I'm calling from the Midtown Women's Center. I'm calling to get outpatient benefits for a member.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 01912850
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] And you're calling in for outpatient benefits for this member? I'm pulling it up for you now.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And thank you so much, [PII] for verifying the policy. Verification of coverage does not guarantee the payment of the claim. For outpatient, the member has up to $1000 per calendar day that will go towards the primary insurance deductible, co-insurance, or co-pay. This policy is for sickness and injury only. It will not cover any preventative or wellness. Is there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, no, that'll be all. Can I just have a reference number for the call, please?
[AGENT][NEUTRAL] The call reference will be my first name [PII], last initial of [PII], and today's date.
[CUSTOMER][POSITIVE] OK, perfect. Thank you for your help.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.