AccountId: 011433970860
ContactId: 3fcd7d9a-510e-4cd5-a0e2-b4aa3cb8ce6c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112360 ms
Total Talk Time (AGENT): 61129 ms
Total Talk Time (CUSTOMER): 34608 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/3fcd7d9a-510e-4cd5-a0e2-b4aa3cb8ce6c_20250107T18:07_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I need to see um how much this patient has of benefits.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can take a look at that for you. Uh, [PII], could I get a callback number?
[CUSTOMER][NEUTRAL] Of course, [PII].
[AGENT][NEUTRAL] Thank you, and the policy number you're calling on?
[CUSTOMER][NEUTRAL] It's 02486586.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], um [PII].
[AGENT][POSITIVE] Thank you so much for verifying the account and um are you wanting to check benefits or you just want to know what Aums are left?
[CUSTOMER][NEUTRAL] Um, both, please.
[AGENT][NEUTRAL] OK, and what type of service is the patient coming in for?
[CUSTOMER][NEUTRAL] It's for 2 CT scans outpatient.
[AGENT][NEUTRAL] Outpatient, OK, please be advised verifying benefits is not guaranteed payment.
[AGENT][NEUTRAL] Uh, the policy's been effective since [PII] and still active. Uh, outpatient benefits pay up to $7500 a calendar year, um, and at this time for [PII], uh, the $7500 is, uh, available.
[CUSTOMER][POSITIVE] Alright, thank you so much and do you have a reference number for the call?
[AGENT][NEUTRAL] To reference our call, you will use my name, [PII] and today's date.
[CUSTOMER][POSITIVE] All right, thank you so much. You have a great day.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day. Thank you for calling APL. Bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.