AccountId: 011433970860
ContactId: 0f9f9ff8-c662-4f63-a6b1-906c42490bef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86040 ms
Total Talk Time (AGENT): 39509 ms
Total Talk Time (CUSTOMER): 35188 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/0f9f9ff8-c662-4f63-a6b1-906c42490bef_20250219T20:10_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] Hello. My name is [PII] from Obstetrics Medical Group, and I was calling about a patient's um
[CUSTOMER][NEUTRAL] My mind went blank. Benefits.
[AGENT][NEUTRAL] I can verify benefits [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes. It is 01749311.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. And which benefits can I provide for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, medical benefits or, uh, more specifically, maternity.
[AGENT][NEUTRAL] So, would that be inpatient, outpatient, office visit?
[CUSTOMER][NEUTRAL] It would be office visit.
[AGENT][NEUTRAL] Under this plan, there are no office visit benefits, only inpatient and outpatient.
[CUSTOMER][POSITIVE] OK. Sounds good. That's all I needed.
[AGENT][POSITIVE] [PII], thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Bye bye.