AccountId: 011433970860
ContactId: 20343566-05bb-49a9-9aa8-7a891e2b9eef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88760 ms
Total Talk Time (AGENT): 36570 ms
Total Talk Time (CUSTOMER): 35155 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/20343566-05bb-49a9-9aa8-7a891e2b9eef_20250617T18:02_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, my name is [PII]. I was calling to get outpatient benefits for patients.
[AGENT][NEUTRAL] I can verify benefits, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] It's 01484256.
[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] It's [PII], [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. And which benefits can I provide for you?
[CUSTOMER][NEUTRAL] Uh, it's for outpatients.
[AGENT][NEUTRAL] Outpatient calendar year lasts 2500.
[CUSTOMER][NEUTRAL] OK, and has the patient used up any of the benefits for this year?
[AGENT][NEGATIVE] No benefits have been applied for [PII].
[CUSTOMER][POSITIVE] OK, perfect. Alright, [PII], um, those were the only questions that I had. Thank you so much for your help, OK?
[AGENT][POSITIVE] Yeah, you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you you too bye.