AccountId: 011433970860
ContactId: 4adb6766-ecae-4d8e-a756-d3e8e5503692
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83919 ms
Total Talk Time (AGENT): 44660 ms
Total Talk Time (CUSTOMER): 31566 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/4adb6766-ecae-4d8e-a756-d3e8e5503692_20250626T13:29_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, good morning, [PII]. I'm calling because I need benefits on a patient please.
[AGENT][NEUTRAL] I can verify benefits. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Of course, my name is [PII] A. My policy number is 01.
[CUSTOMER][NEUTRAL] 896-477 ML 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Of course [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. And it looks like this plan termed 61-2023 and there is no active policy on file.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] OK perfect uh can I have a reference number for our call?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] E. Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much, [PII] have a great day.
[AGENT][POSITIVE] [PII], you're so welcome. And thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.