AccountId: 011433970860
ContactId: 46b1e7c4-cdaa-4ab1-a465-40db863cbb3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87720 ms
Total Talk Time (AGENT): 50299 ms
Total Talk Time (CUSTOMER): 28610 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/2025/03/17/46b1e7c4-cdaa-4ab1-a465-40db863cbb3b_20250317T19:54_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, my name is [PII]. I was just calling to confirm a patient's um, benefits for today's visit.
[AGENT][NEUTRAL] I can verify benefits. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, it's 01834859 ML 8 that's for outpatient.
[AGENT][POSITIVE] Thank you. May I have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. Outpatient calendar year allows $7000.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You will pick up the copays, the co-insurance and our deductibles up to the benefit amount. No benefits have been applied for 2025.
[CUSTOMER][NEUTRAL] Alrighty, and would I be able to get 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, TR. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That was all, but thank you so much for your help.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.