AccountId: 011433970860
ContactId: 2f75bc1d-25e3-4896-86d1-8c3578e41b0a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96309 ms
Total Talk Time (AGENT): 43240 ms
Total Talk Time (CUSTOMER): 47160 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/2f75bc1d-25e3-4896-86d1-8c3578e41b0a_20250319T15:24_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, [PII]. Good morning. My name is [PII] from Bascom Palmer Institute. I would like to get benefits for one of your members.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Can I get a callback number?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] Thank you, the policy number you're calling on?
[CUSTOMER][NEUTRAL] I have 02541403 M as in Mary, L Larry, number 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, her name is [PII], [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the policy and you did say you were calling for benefits today.
[CUSTOMER][NEUTRAL] Yes, please. This member is scheduled for an outpatient surgical procedure to be done at the hospital?
[AGENT][NEUTRAL] OK, please be advised verifying benefits does not guarantee payment. The policy has been effective since [PII]. It is still active.
[AGENT][NEUTRAL] I show for outpatient benefits, this policy pays up to $2000 a day. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK, so $2000 per day and 59124. No, that's all for now, [PII] and the first initial to your last name?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] Thank you so much for your help. OK, you have a nice day.
[AGENT][POSITIVE] You're welcome. You have a wonderful day. Thank you for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye. Thanks.