AccountId: 011433970860
ContactId: 1098ef9c-bfa5-48f1-a4a7-9d88eef6599f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101160 ms
Total Talk Time (AGENT): 50561 ms
Total Talk Time (CUSTOMER): 30661 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/1098ef9c-bfa5-48f1-a4a7-9d88eef6599f_20250117T19:38_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, I'm calling to see how much a patient has um for coverage for their um secondary insurance.
[AGENT][NEUTRAL] I can verify benefits. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] [PII], and then the policy number is 1659579.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you, [PII]?
[CUSTOMER][NEUTRAL] [PII]. May I have your name again please?
[AGENT][NEUTRAL] Yes, it's [PII]
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [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 benefit can I provide?
[CUSTOMER][NEUTRAL] I'm sorry, it's for an outpatient hospital?
[AGENT][NEUTRAL] Outpatient calendar year allows 7900.
[AGENT][NEUTRAL] Let me verify the accumulations.
[AGENT][NEGATIVE] No benefits have been applied for [PII].
[CUSTOMER][POSITIVE] Perfect. May I have a reference number?
[AGENT][NEUTRAL] It will be my name which is [PII]. Last initial is [PII] along with today's date. And I, can I assist you with anything else?
[CUSTOMER][POSITIVE] That's it thank you so much for your time I appreciate it.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. Have a great day, [PII]. Bye-bye.
[CUSTOMER][POSITIVE] You too thank you so much bye bye.