AccountId: 011433970860
ContactId: 20d6e4dd-e4c6-472f-8e14-b45f0892fd3d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85129 ms
Total Talk Time (AGENT): 46235 ms
Total Talk Time (CUSTOMER): 27521 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/20d6e4dd-e4c6-472f-8e14-b45f0892fd3d_20250610T20:14_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, my name is [PII] and I'm needing medical benefits for a patient. I'm calling from the rendering diagnostic, um, facility.
[AGENT][NEUTRAL] Oh, OK, I can help you with that, [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the policy number you're calling on?
[CUSTOMER][NEUTRAL] 02597291.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is um [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying the policy and you are calling for outpatient benefits today?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Please be advised verifying benefits does not guarantee payment. I show her policy with us has been effective since [PII]. It is still active.
[AGENT][NEUTRAL] For outpatient benefits, her policy pays up to $6000 a calendar year. I show she has the full amount available at this time.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yes, um, your first initial and your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome have a wonderful day. Thank you for calling APO bye bye.