AccountId: 011433970860
ContactId: 11a96ead-1ae4-48b9-a64e-00646ee72614
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108680 ms
Total Talk Time (AGENT): 51997 ms
Total Talk Time (CUSTOMER): 40022 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/11a96ead-1ae4-48b9-a64e-00646ee72614_20250214T19:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi [PII], my name is [PII]. I'm calling to get benefits and eligibility innovation please.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have a policy number for [PII]?
[CUSTOMER][NEUTRAL] Policy number I have on file is 02404367 M like Mary L like Larry 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. This plan is effective [PII] and it is active. Which benefit can I provide?
[CUSTOMER][NEUTRAL] Outpatient please.
[AGENT][NEUTRAL] Outpatient calendar year allows 2500.
[AGENT][NEGATIVE] No benefits have been applied for [PII].
[CUSTOMER][NEUTRAL] OK, and I'm sorry, you said it was 2500 is allowed?
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am.
[CUSTOMER][NEUTRAL] And none has been applied. OK, I'm sorry, your name was one more time.
[AGENT][NEUTRAL] It's [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much, [PII] for your help and have a wonderful day.
[AGENT][POSITIVE] [PII], you're so welcome, and thank you for calling American Public Life. Have a great day. Bye bye.
[CUSTOMER][NEUTRAL] Goodbye.