AccountId: 011433970860
ContactId: 43072a46-7fcf-4fc4-976c-247d4a1a3a4f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89339 ms
Total Talk Time (AGENT): 41366 ms
Total Talk Time (CUSTOMER): 36640 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/43072a46-7fcf-4fc4-976c-247d4a1a3a4f_20250603T18:40_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]. I'm calling from Diagnostic Center of Miami to get benefits and eligibility on a patient, please.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Policy number I have on file is 02462243 M like Mary L like Larry 8.
[AGENT][POSITIVE] Thank you. May I have a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. This plan is effective [PII] and it is active. Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Outpatient please.
[AGENT][NEUTRAL] Outpatient per calendar day allows $750.
[CUSTOMER][POSITIVE] Per day. OK, perfect. Alright, [PII], that is actually all I needed. Thank you so much for your help though and have a wonderful day.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Goodbye.