AccountId: 011433970860
ContactId: 0c97d4e8-ffcd-4df4-8f7c-e151e8a7b7e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 300540 ms
Total Talk Time (AGENT): 83474 ms
Total Talk Time (CUSTOMER): 80310 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/0c97d4e8-ffcd-4df4-8f7c-e151e8a7b7e0_20250602T15:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Real Life Emergency Medicine Specialist checking for claim status.
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, I have policy number D like Delta 40402196.
[AGENT][NEUTRAL] That is not our policy number. Do you have the social security number or I can do a name search?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, one quick moment, I have member social. Give me a quick second.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes. So [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I have the first and last name along with the date of birth.
[CUSTOMER][NEUTRAL] Yes, [PII], date of birth of [PII].
[AGENT][NEUTRAL] May I have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have a date of service?
[CUSTOMER][NEUTRAL] Yes, looking at [PII].
[CUSTOMER][NEUTRAL] The charge amount of $1,186 1186.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This processed under claim number 3414506.
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] No benefits were payable. The calendar year max was met.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Calendar
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh. OK. May I know how many visits have been allowed for a calendar year?
[AGENT][NEUTRAL] One moment, I'll get the policy pulled up.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Just waiting on the system, one moment.
[CUSTOMER][NEUTRAL] Yeah, sir.
[AGENT][NEUTRAL] The policy number will be 02356345.
[AGENT][NEUTRAL] OK, so it looks like for this outpatient accident and sickness benefit, it allows
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] $50 per visit, max 2 days per calendar year.
[CUSTOMER][NEUTRAL] 2 days.
[CUSTOMER][NEUTRAL] OK, already has been accepted, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Let's see
[CUSTOMER][NEUTRAL] Can I get the reference number for our conversation?
[AGENT][NEUTRAL] It would be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, thank you so much for that. I wish you have a wonderful day. Thank you, sir.
[AGENT][POSITIVE] Thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] [PII]