AccountId: 011433970860
ContactId: 074e9818-d552-4291-8a1d-cb2e9682d390
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91970 ms
Total Talk Time (AGENT): 49180 ms
Total Talk Time (CUSTOMER): 36669 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/074e9818-d552-4291-8a1d-cb2e9682d390_20250303T17:11_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] Hi, good afternoon, my name is [PII]. I was just calling to verify, uh, benefits for a member.
[AGENT][NEUTRAL] OK, I can help you with that. Can I get a callback number?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Could I get the policy number you're calling on?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, the policy number that I have is 02580179 M for Mary.
[CUSTOMER][NEUTRAL] L for Lima and the number 8.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you. And you did say benefits. What type of service is the patient coming in for?
[CUSTOMER][NEUTRAL] For ambulatory surgical center and non hospital based outpatient.
[AGENT][NEUTRAL] OK. Please be advised verifying benefits does not guarantee payment. The policy has been effective since [PII]. It is still active. For outpatient benefits, the policy pays up to $500 a day. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, no, just a call reference number it will be fine if you have any.
[AGENT][NEUTRAL] OK. Yes, to reference our call, you'll use my name, [PII] and today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help today.
[AGENT][POSITIVE] You're welcome. Have a wonderful day. Thank you for calling [PII]. Bye bye.
[CUSTOMER][NEUTRAL] You as well bye bye.