AccountId: 011433970860
ContactId: 049ad9f1-f19d-4dc5-a2b6-0e9972c47bf0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124180 ms
Total Talk Time (AGENT): 55758 ms
Total Talk Time (CUSTOMER): 49022 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/049ad9f1-f19d-4dc5-a2b6-0e9972c47bf0_20250430T16:43_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Lives. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, good afternoon. Uh, my name is [PII] Last name initial [PII]. Um, I'm just calling, uh, from our facility. This patient is letting us know that they have this as a, um, gap insurance. So I just wanna know what benefits she has available for outpatient.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Could I get a callback number for you?
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] Thank you, the policy number you're calling on?
[CUSTOMER][NEUTRAL] Policy number 02611461.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the account and you did say you were calling for benefits for outpatient service today.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, please be advised verifying benefits is not guarantee payment. Uh, her policy with us has been effective since, uh, [PII]. It is still active. Um, I show that this policy does have outpatient benefits that pay up to $6500 a calendar year.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] 6000 per calendar year.
[AGENT][NEUTRAL] $6500 per calendar year.
[CUSTOMER][POSITIVE] 6500. Perfect. Thank you so much for your help. Can I just have, uh, for documentation purposes, a reference number?
[AGENT][NEUTRAL] Yes, ma'am, to reference our call, you'll use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much for your help have a good one.
[AGENT][POSITIVE] You're welcome. Have a wonderful day. Thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.