AccountId: 011433970860
ContactId: 15afcca4-150b-44a3-8b23-b7763f443242
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116419 ms
Total Talk Time (AGENT): 57113 ms
Total Talk Time (CUSTOMER): 45429 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/15afcca4-150b-44a3-8b23-b7763f443242_20250324T14:44_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] Hi, [PII]. My name is [PII]. I'm calling um in regards to a patient. I would like to verify a gap insurance info for this patient.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Could I get a callback number for you?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] Yes, it's 02298042, the letter M for Mary, L for lion, 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] RC [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the policy and you said you're calling for benefits today?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what type of service is the patient coming in for?
[CUSTOMER][NEUTRAL] It's outpatient diagnostic services freestanding?
[AGENT][NEUTRAL] OK, please be advised verifying benefits is not guaranteed payment. The policy's been effective since [PII]. It is still active. I show for outpatient benefits, the policy pays up to $500 per occurrence or related diagnosis. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] I'm sorry, it covers up to $500 per day?
[AGENT][NEUTRAL] Per occurrence.
[AGENT][NEUTRAL] Or related diagnosis.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yes. May I have a call back, I'm sorry, a reference number?
[AGENT][NEUTRAL] To reference the call, you will use my name [PII] and today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much. I hope you have a good day.
[AGENT][POSITIVE] You're welcome. You have a wonderful day yourself, [PII]. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.