AccountId: 011433970860
ContactId: 07bc01cd-5979-4487-a771-c728c4d1c8c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140320 ms
Total Talk Time (AGENT): 70810 ms
Total Talk Time (CUSTOMER): 56202 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/07bc01cd-5979-4487-a771-c728c4d1c8c0_20250625T19:29_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 [PII], um, is this the provider line?
[AGENT][POSITIVE] It is yes.
[CUSTOMER][NEUTRAL] OK, perfect. um I was just wondering if you could help me um with the benefits for a gap insurance?
[AGENT][NEUTRAL] OK, I can help you with that. Can I get your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my first name is [PII], last name initial [PII] and then call back is [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on, [PII]?
[CUSTOMER][NEUTRAL] It is um
[CUSTOMER][NEUTRAL] Give me one sec. It's 02460294 ML8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and then date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the policy and you did say you were calling for benefits, um, is this for outpatient physician office? What type of service is the patient coming in for?
[CUSTOMER][NEUTRAL] It is outpatient, yes.
[AGENT][POSITIVE] Outpatient, OK, please be advised verifying benefits does not guarantee guarantee payment. The policy's been effective since [PII]. It is still active for outpatient benefits, this policy pays up to $3000 a day. Is there anything else I can help you with? Yes, it's pretty good.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, and then, um, I, I know, I doubt it, but it has it has, um, the 3000 been met today?
[AGENT][NEUTRAL] Uh, well, because it's per day, if they just went to the, you know, if they had services done today, we wouldn't have received a claim, um, so we wouldn't be able to tell if anything's been met today.
[CUSTOMER][POSITIVE] Oh OK perfect.
[CUSTOMER][NEUTRAL] OK, so I can just safely assume that it hasn't been because it's in the future too.
[AGENT][NEUTRAL] Probably not. Yeah.
[CUSTOMER][POSITIVE] All right well thank you so much uh what did you say your name was again?
[AGENT][NEUTRAL] My name is [PII] A.
[CUSTOMER][NEUTRAL] OK and then do you have a reference number for the call?
[AGENT][NEUTRAL] To reference the call you'll use my name and today's date.
[CUSTOMER][POSITIVE] OK perfect well thank you so much for your help you have a wonderful day.
[AGENT][POSITIVE] You're welcome, sir. You have a wonderful day. Thank you for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Bye-bye. Thank you.