AccountId: 011433970860
ContactId: 09590073-4d6d-4153-8732-455593c54d20
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113589 ms
Total Talk Time (AGENT): 60109 ms
Total Talk Time (CUSTOMER): 44445 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/09590073-4d6d-4153-8732-455593c54d20_20250107T14:53_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Center for Digestive Medicine. I was just calling because I have a member coming into our office for a procedure, and I just wanna see what benefits she has with the gap insurance.
[AGENT][NEUTRAL] OK, I can take a look at that for you, [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much and what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] 02252791 ML 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the account and you did say the patient is coming in for an in-office procedure?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, please be advised verifying benefits is not guaranteed payment. Her policy with us has been effective since [PII]. It is still active for procedure done in the office that is paid up to $7300 a calendar year.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, she hasn't used any this year, right?
[AGENT][NEUTRAL] No, at this time I show she has the full amount available for [PII].
[CUSTOMER][NEUTRAL] OK, I think I'm all set. Um, may I have the initial to your last name and a reference number?
[AGENT][NEUTRAL] It is A as in apple and to reference the call, you will use my name, [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect. OK, I'm all set thank you so much for your help today.
[AGENT][POSITIVE] You're so welcome. You have a wonderful day. Thank you for calling APL.
[CUSTOMER][POSITIVE] You as well take care bye bye.
[AGENT][NEUTRAL] Bye bye.