AccountId: 011433970860
ContactId: 49ebeb87-cefc-4383-a0f4-6cf56516c1a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130270 ms
Total Talk Time (AGENT): 50603 ms
Total Talk Time (CUSTOMER): 55256 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/49ebeb87-cefc-4383-a0f4-6cf56516c1a5_20250424T19:07_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, yes, I needed to get, um, see if I could get benefits for a patient, please.
[AGENT][NEUTRAL] I can verify benefits. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] And the uh the phone, the policy number is 02519076.
[AGENT][POSITIVE] Thank you. And [PII], may I have a good callback number for you?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised the verification of coverage does not guarantee the payment of a claim. And which benefit can I provide for you?
[CUSTOMER][NEUTRAL] This is for.
[CUSTOMER][NEUTRAL] An X-ray and an EKG. It's uh outpatient studies.
[AGENT][NEUTRAL] OK. So outpatient per calendar day allows $300.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Per day. OK. And then, um, can I also have the effective date on the policy, please?
[AGENT][NEUTRAL] Policy is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, OK, then, I guess that's all I needed, and do you give reference numbers?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, then that was everything thank you so much.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you you too.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye bye.