AccountId: 011433970860
ContactId: 0b4d19ef-b306-42e5-ba52-fac8a3ed0268
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108000 ms
Total Talk Time (AGENT): 52584 ms
Total Talk Time (CUSTOMER): 27818 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/0b4d19ef-b306-42e5-ba52-fac8a3ed0268_20250410T14:47_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm trying to verify benefits on a patient.
[AGENT][NEUTRAL] OK, I can help you with that. May I have your first name and call back number?
[CUSTOMER][NEUTRAL] My first name is [PII] and the callback number is [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] 021-98577 M as in Mary L as in Larry 8.
[AGENT][NEUTRAL] Thank you for verify uh I'm sorry, and what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And what is her first name again?
[CUSTOMER][NEUTRAL] Hey [PII].
[AGENT][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] Thank you for verifying the account and you did say you were calling for benefits and eligibility today?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And what type of service is she coming in for?
[CUSTOMER][NEUTRAL] That visit
[AGENT][NEUTRAL] OK, please be advised verifying benefits is not guarantee payment. Her policy has been effective since [PII]. It is still active. The office visit would not be covered. Uh, if other treatment is rendered, the policy will pay up to $1000 a day towards the other treatment. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] This is a gap insurance.
[AGENT][NEUTRAL] Yes it is.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. You have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.