AccountId: 011433970860
ContactId: 0d368d4e-757b-487f-af82-63b8fdc508c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86980 ms
Total Talk Time (AGENT): 48770 ms
Total Talk Time (CUSTOMER): 32361 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/0d368d4e-757b-487f-af82-63b8fdc508c4_20250307T14:21_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I'm calling from the University of Miami Hospital. I'm trying to verify outpatient benefits for a patient.
[AGENT][NEUTRAL] OK, I can help you with that. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] That's [PII], last initial is [PII], callback number is [PII].
[AGENT][NEUTRAL] Thank you, the policy number you're calling on?
[CUSTOMER][NEUTRAL] That's 02504896.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you so much for verifying her account and you did say outpatient benefits.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, please be advised verifying benefits does not guarantee payment. I did show her policy with us has been effective since [PII]. It is still active. I show for outpatient benefits. This policy pays up to $6000 a calendar year. I show she has the full amount available at this time. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Now, if I could just have your last initial and a reference number, please?
[AGENT][NEUTRAL] To reference the call you'll use my name in today's date last name initial [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much for your assistance. I hope you have a great day.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Have a wonderful weekend. Thank you for calling APL bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.