AccountId: 011433970860
ContactId: 49580528-70b4-4d29-a649-e1e5ffdf05fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110099 ms
Total Talk Time (AGENT): 45360 ms
Total Talk Time (CUSTOMER): 27799 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/49580528-70b4-4d29-a649-e1e5ffdf05fe_20250523T12:56_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to get outpatient benefits for a patient.
[AGENT][NEUTRAL] I can verify benefits. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] It's um [PII]. That's [PII]
[CUSTOMER][NEUTRAL] And the policy number is 02253299.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [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 per occurrence allows $500.
[AGENT][NEUTRAL] Which means per condition.
[AGENT][NEUTRAL] Is there any other information I can provide for you today?
[CUSTOMER][NEUTRAL] Uh, no, that is all. Um, and may I have the spelling of your name?
[AGENT][NEUTRAL] Yes, it's [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Thank you so much I hope you have a great day.
[AGENT][POSITIVE] Yala, you're so welcome, and thank you for calling American Public Life. Have a great day. Bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.