AccountId: 011433970860
ContactId: 37c57c7a-bcc2-4323-b06e-af9297bd6f83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132820 ms
Total Talk Time (AGENT): 76610 ms
Total Talk Time (CUSTOMER): 48327 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/37c57c7a-bcc2-4323-b06e-af9297bd6f83_20250324T15:06_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 [PII], my name is [PII] and I'm calling to verify benefits for outpatient and inpatient services.
[AGENT][NEUTRAL] I can verify benefits [PII]. May I have a policy number?
[CUSTOMER][POSITIVE] Thank you. Sure, I have 02565550.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] And [PII] [PII]. You're welcome.
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. So it looks like the active policy number will be 02569495.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][POSITIVE] This plan is effective [PII] and it is active.
[AGENT][NEUTRAL] The inpatient benefits.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] It looks like, let's see.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so for the outpatient, the outpatient allows $9000 and this is a calendar year plan.
[AGENT][NEUTRAL] And for impatient, I do apologize, the system is slow.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] 6000 for inpatient.
[CUSTOMER][NEUTRAL] OK, and um do those amounts still remain?
[AGENT][NEUTRAL] One moment, see if there's any accumulation.
[AGENT][NEGATIVE] And no benefits have been applied for [PII].
[CUSTOMER][POSITIVE] Perfect, thank you so much, [PII], and is there a reference number for this call?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date. Caller, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that was it thank you so much.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.