AccountId: 011433970860
ContactId: 1cf3d90c-9548-4478-a4f5-e3781d414f4e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122430 ms
Total Talk Time (AGENT): 61187 ms
Total Talk Time (CUSTOMER): 38989 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/1cf3d90c-9548-4478-a4f5-e3781d414f4e_20250609T17:15_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from the Midtown Women's Center to get outpatient benefits for a member.
[AGENT][NEUTRAL] I can help you with that. Uh, [PII], could I get a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on, Melody?
[CUSTOMER][NEUTRAL] 1420763, M as in Mary, L as in Lima, the number 8.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] And her first name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK. You said [PII], OK. OK. And you did say you were that's OK.
[CUSTOMER][NEUTRAL] Oh, sorry.
[AGENT][NEUTRAL] And you said you were calling for outpatient uh benefits?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, please be advised verifying benefits is not guaranteed payment. Her policy with us has been effective since [PII]. It is still active.
[AGENT][NEUTRAL] Um, I do show for outpatient benefits, the policy pays up to $2500 a calendar year. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, can you tell me the accumulations if she still has the full amount or if she's used anything?
[AGENT][NEUTRAL] Uh, so she has the full amount for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK perfect and then can I just have a reference number for the call please?
[AGENT][NEUTRAL] To reference the call you'll use my name and today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day. Thank you for calling APO.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.