AccountId: 011433970860
ContactId: 27feed7e-0fd5-468f-a690-d8a89dbf8367
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97690 ms
Total Talk Time (AGENT): 32791 ms
Total Talk Time (CUSTOMER): 62640 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/27feed7e-0fd5-468f-a690-d8a89dbf8367_20250424T18:18_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Lights. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I know
[CUSTOMER][NEUTRAL] Hi, um, I had just called to get benefits for a patient, but I have forgotten to see how many times she went to the office already. Um, I, could I give you her policy number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's 02373180.
[AGENT][POSITIVE] Thank you. May I have your name and a good callback number?
[CUSTOMER][NEUTRAL] My name's [PII], and our phone number is [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII] and her date of birth is [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 benefit can I provide?
[CUSTOMER][NEUTRAL] Well, and they already told me that she is in an office visit for this patient, uh, uh, ophthalmologist, um, it's just that I have, sorry, I'm getting done that she has $25 paid per visit with you guys 4 times a year. I just don't know, has she gone to the doctor any time this year? Does she still have the 4?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The 4 visits are still available. No visits have been used for 25.
[CUSTOMER][POSITIVE] OK, thank you so much. That was all.
[AGENT][POSITIVE] You're, you're so welcome, [PII]. Thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] OK,
[CUSTOMER][NEUTRAL] So I'm just gonna