AccountId: 011433970860
ContactId: 378ec389-9b47-4724-81c6-e5579d303aae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89660 ms
Total Talk Time (AGENT): 52579 ms
Total Talk Time (CUSTOMER): 36492 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/378ec389-9b47-4724-81c6-e5579d303aae_20250210T17:38_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to get benefits and eligibility on a patient please.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] I have 01299855 M as in Mary, L as in love, 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, hold on, I gotta put my glasses on. I'm sorry, I can't see this. [PII], date of birth [PII].
[AGENT][NEUTRAL] That's OK.
[AGENT][POSITIVE] Thank you so much for verifying her account and you did say benefits and eligibility today. What type of service is she coming in for?
[CUSTOMER][NEUTRAL] Uh, she's coming into an ambulatory surgical facility outpatient.
[AGENT][NEUTRAL] OK. Please be advised verifying benefits does not guarantee payment. Her policy with us has been effective since [PII]. It is still active. For outpatient benefits, the policy pays up to $4000 a calendar year. I do show she has the full amount available at this time.
[CUSTOMER][POSITIVE] Awesome, OK, and do you have a reference number?
[AGENT][NEUTRAL] To reference the call you'll use my name and today's date and is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, you have a great day thank you.
[AGENT][POSITIVE] You too, [PII]. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[CUSTOMER][NEUTRAL] Bye bye.