AccountId: 011433970860
ContactId: 44e23e2f-62e0-4f7b-a205-4cdcac51881b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88319 ms
Total Talk Time (AGENT): 43820 ms
Total Talk Time (CUSTOMER): 33179 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/44e23e2f-62e0-4f7b-a205-4cdcac51881b_20250319T15:01_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Pumps West Surgery Center. I was just calling to verify benefits on a patient.
[AGENT][NEUTRAL] I can verify benefits, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Sure it's uh 02550845.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] 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. And which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Um, the patient's, uh, having a, um, procedure at an ambulatory surgery center outpatient.
[AGENT][NEUTRAL] OK, so outpatient per calendar day allows $750.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um is there a um reference number for the call?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye.