AccountId: 011433970860
ContactId: 30ab20fb-64ad-48af-bb86-25f9cc41e52e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119739 ms
Total Talk Time (AGENT): 50806 ms
Total Talk Time (CUSTOMER): 46899 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/30ab20fb-64ad-48af-bb86-25f9cc41e52e_20250114T21:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII]. I'm calling to verify outpatient hospital benefits, please.
[AGENT][NEUTRAL] I can verify benefits. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] [PII], give me one second, let me see what that is. The policy number is 01534911ML and the number 8.
[AGENT][POSITIVE] Thank you, [PII], 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] [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.
[AGENT][NEUTRAL] So outpatient per calendar day allows $250.
[CUSTOMER][NEUTRAL] So the only she has uh $250.
[AGENT][NEUTRAL] Per calendar day, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, what's the effective date?
[AGENT][POSITIVE] Plans effective for [PII] and it is active.
[CUSTOMER][POSITIVE] OK. All right. I think that's the information that I needed.
[AGENT][POSITIVE] [PII], thank you for.
[CUSTOMER][NEUTRAL] Uh, could you provide me with the reference number or no number?
[AGENT][NEUTRAL] Yes, the reference will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] OK, thank you for your help.
[AGENT][POSITIVE] You're so welcome. And thank you for calling American Public Life, Trainna. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.