AccountId: 011433970860
ContactId: 0b55c6a6-0539-49f7-9541-d360dc556b0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125980 ms
Total Talk Time (AGENT): 71271 ms
Total Talk Time (CUSTOMER): 42382 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/0b55c6a6-0539-49f7-9541-d360dc556b0d_20250131T18:19_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] Good afternoon [PII]. My name is [PII]. I'm calling to get benefits.
[AGENT][NEUTRAL] I can help you with that uh with that [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] Sure, my callback number would be [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] Policy number is 02273102.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the account and you did say you were calling for status or benefits I'm sorry.
[CUSTOMER][NEUTRAL] For benefits.
[AGENT][NEUTRAL] OK, and what type of service is the patient coming in for?
[CUSTOMER][NEUTRAL] Um, maternity.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, please be advised, uh, I'm sorry?
[CUSTOMER][NEUTRAL] Added in studying.
[CUSTOMER][NEUTRAL] Maternity at an inpatient setting.
[AGENT][NEUTRAL] OK, please be advised verifying benefits does not guarantee payment. Her policy with us has been effective since [PII]. It is still active for inpatient benefits. This policy pays $5000 a calendar year. I do show that it is still available at this time.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that would be all. Thank you so much. Can I have a reference number, please?
[AGENT][POSITIVE] OK. You are welcome. You have a wonderful, sure, to reference the call, you will use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. You have a wonderful weekend. Thank you for calling APO bye bye.
[CUSTOMER][POSITIVE] You too love.
[CUSTOMER][NEUTRAL] Bye.