AccountId: 011433970860
ContactId: 474c4b0a-d194-4450-a5f5-ffe1a90238b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106419 ms
Total Talk Time (AGENT): 52888 ms
Total Talk Time (CUSTOMER): 40339 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/474c4b0a-d194-4450-a5f5-ffe1a90238b2_20250425T15:51_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm calling to get outpatient coverage information.
[AGENT][NEUTRAL] OK, I can help you with that. May I have your name? OK. Could I have your name and a callback number?
[CUSTOMER][NEUTRAL] For a member?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Yes, [PII]. That's correct and my name is [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number?
[CUSTOMER][NEUTRAL] 0250.
[CUSTOMER][NEUTRAL] 2535 ML 8
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying uh the policy and you did say outpatient benefits. Please be advised verifying benefits does not guarantee payment. The policy has been effective since [PII]. It is still active for outpatient benefits, the policy pays up to $2500 a calendar year.
[AGENT][NEUTRAL] I do show that amount is the full amount is available at this time. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Just, I'm sorry, I always have um trouble spelling your name because I always want to spell it [PII] Could you please spell it for me? I'm sorry.
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] Thank you and your last name initial?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much, [PII] you have a great day have a wonderful weekend.
[AGENT][POSITIVE] You have a wonderful weekend yourself and thank you for calling APL bye bye.
[CUSTOMER][POSITIVE] Thank you so much. Yes, ma'am. Bye-bye.