AccountId: 011433970860
ContactId: 291c3bfb-8935-4f38-a636-600f590bd64f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149500 ms
Total Talk Time (AGENT): 70205 ms
Total Talk Time (CUSTOMER): 57274 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/291c3bfb-8935-4f38-a636-600f590bd64f_20250610T14:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi I was calling to get um benefit information for a patient.
[AGENT][NEUTRAL] OK, may I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] My name is [PII] and my callback number is [PII].
[AGENT][NEUTRAL] And [PII], may I please have the policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] I go back 02569536 ML 7.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Oh, excuse me.
[CUSTOMER][NEUTRAL] [PII] and then her date of birth is [PII].
[CUSTOMER][NEUTRAL] I would say
[AGENT][NEUTRAL] And you're calling in for benefits, is there a specific benefit that you're calling in for?
[CUSTOMER][NEUTRAL] It's gonna be for her inpatient stay for her delivery when she comes, so inpatient.
[AGENT][NEUTRAL] OK, I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you and your name again is?
[AGENT][NEUTRAL] It is [PII]. Would you like for me to spell that for you?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] It is spelled [PII] in today's date as the call reference.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][NEUTRAL] You're welcome and thank you for verify on the [PII]. You're calling in for outpatient benefits I'm sorry, inpatient benefits. Verification of coverage does not guarantee the pay claim for inpatient. The member does have up to $2000 per occurrence that will go towards the primary insurance deductible insurance or copay. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Inpatient inpatient.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Do you are you able to see if she's used any of that amount?
[AGENT][NEUTRAL] Let me read it for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEGATIVE] As of right now, the member has not used any of their benefits.
[CUSTOMER][POSITIVE] Perfect thank you so much for all your help today.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye.