AccountId: 011433970860
ContactId: 1cec9237-7fb0-42c6-9efd-40ab3ece4cab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98510 ms
Total Talk Time (AGENT): 53188 ms
Total Talk Time (CUSTOMER): 32878 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/1cec9237-7fb0-42c6-9efd-40ab3ece4cab_20250605T16:20_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 on behalf of Lake Mary Surgery Center. Um, I need to verify some benefits, please, for a patient.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can help you with that, [PII], could I get a callback number for you?
[CUSTOMER][NEUTRAL] [PII] direct.
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] 05 excuse me, start over here. 02558033.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying her policy and you're calling today for outpatient benefits.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, please be advised verifying benefits does not guarantee payment. Her policy with us has been effective since [PII], uh, for outpatient benefits, I show that this policy pays up to $5000 a calendar year. Uh, it looks like she does have the full amount available at this time. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, no, uh, reference number if you do those, please.
[AGENT][NEUTRAL] Uh, to reference our call, you'll use my name and today's date.
[CUSTOMER][POSITIVE] OK. Thank you very much for your time.
[AGENT][POSITIVE] You're welcome. You have a wonderful day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.