AccountId: 011433970860
ContactId: 47ea2474-9dd5-44e6-9931-a5a3a888dc48
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110430 ms
Total Talk Time (AGENT): 49088 ms
Total Talk Time (CUSTOMER): 35502 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/47ea2474-9dd5-44e6-9931-a5a3a888dc48_20250521T13:03_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] I
[CUSTOMER][NEUTRAL] Hi, I need eligibility and benefits on a patient.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have your name and a policy number?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] And the policy number is 02497462.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] uh [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK, I need benefits for all patients.
[AGENT][NEUTRAL] Please be advised that verification of coverage does not guarantee the payment of a claim. Outpatient calendar year allows 2500.
[CUSTOMER][NEUTRAL] Does she have any benefits remaining?
[AGENT][NEGATIVE] No benefits have been applied for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there a reference number?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date. Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[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.