AccountId: 011433970860
ContactId: 35fe214c-d55f-42bc-920e-eeacb83463a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98970 ms
Total Talk Time (AGENT): 42532 ms
Total Talk Time (CUSTOMER): 40054 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/35fe214c-d55f-42bc-920e-eeacb83463a2_20250602T16:53_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] Hi, my name is [PII] and I was calling because I wanted to check benefits on a patient.
[AGENT][NEUTRAL] I can verify benefits roaming. May I have a policy number?
[CUSTOMER][NEUTRAL] 02216665 ML 8.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 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 the verification of coverage does not guarantee the payment of a claim. Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Minor outpatient minor diagnostic X-rays and ultrasound.
[AGENT][NEUTRAL] Outpatient per calendar day allows $500.
[CUSTOMER][NEUTRAL] 500?
[AGENT][NEUTRAL] Per calendar date.
[CUSTOMER][NEUTRAL] OK, and the effective date.
[AGENT][NEUTRAL] [PII] and it is active.
[CUSTOMER][NEUTRAL] And I was asked if they're uh um eligible today as of now this time.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, thank you, uh, [PII] and uh your first initial and your last name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And I always ask for a reference call number any?
[AGENT][NEUTRAL] It will be my name along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That was all. That was all. Thank you. Bye.
[AGENT][POSITIVE] Thank you for calling American Public Life. Have a great day, [PII]. Bye-bye.