AccountId: 011433970860
ContactId: 134fdf8f-56a8-4070-a3af-e557ad6ed493
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151160 ms
Total Talk Time (AGENT): 62570 ms
Total Talk Time (CUSTOMER): 49262 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/134fdf8f-56a8-4070-a3af-e557ad6ed493_20250217T21:32_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Hello, good afternoon. Uh, my name is [PII]. Last name initial [PII]. I'm calling to get outpatient benefits for a patient.
[AGENT][NEUTRAL] OK, I can help you with that [PII], could I get a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] It is 01708000.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And [PII], can I have the initial of your last name please?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, hold one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] So it is [PII] is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you so uh for verifying the policy and you did say you were calling for outpatient benefits.
[CUSTOMER][POSITIVE] Correct. Mhm.
[AGENT][NEUTRAL] Please be advised verifying benefits does not guarantee payment. The policy's been effective since [PII]. It is still active. I show the policy for outpatient benefits pay up to $500 per occurrence or related diagnosis. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, per occurrence, so does that mean on the day of her appointment she'll have $500 available?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] All right. And no, thank you. That was all the information I needed. Uh, I really appreciate it. Can I have a reference number for our call, please?
[AGENT][NEUTRAL] Yes, to reference the call, you will use my name, [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much I really appreciate it have a good one bye bye.
[AGENT][POSITIVE] You're welcome you have a wonderful day. Thank you for calling APO bye bye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye.