AccountId: 011433970860
ContactId: 567d506e-6f21-4d57-ae74-54f444a72ba6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202600 ms
Total Talk Time (AGENT): 94724 ms
Total Talk Time (CUSTOMER): 63127 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/567d506e-6f21-4d57-ae74-54f444a72ba6_20250131T16:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Lives. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to see if how many um, how much does the patient have for um an outpatient benefits for secondary insurance.
[AGENT][NEUTRAL] OK, I can take a look at that for you. Could I get your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number you're calling on?
[CUSTOMER][NEUTRAL] Policy number is 02197501ML8.
[AGENT][NEUTRAL] OK, can I get that one more time? Looks like I have too many numbers.
[CUSTOMER][NEUTRAL] 021 97501.
[AGENT][NEUTRAL] OK. Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so that policy is bringing up a different patient 2102197501.
[AGENT][NEUTRAL] I'm not putting that OK, yeah, let me try to pull my name.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What is the last name?
[CUSTOMER][NEUTRAL] Um [PII]
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] I have another number you could try if you'd like, [PII], if there's an issue.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, let's see if this comes up.
[CUSTOMER][NEUTRAL] But that's the number that she just gave me, so.
[AGENT][NEUTRAL] And her date of birth one more time.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I have it pulled up and let me provide you with her uh current and uh active policy number. It is 02337086.
[CUSTOMER][NEUTRAL] 7086.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, so 023-37086.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and you did say you were calling for outpatient benefits?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, please be advised verifying benefits does not guarantee payment. This policy has been effective since [PII]. It is still active.
[AGENT][NEUTRAL] Uh, for outpatient benefits, the policy pays up to $1000 a calendar year.
[AGENT][NEUTRAL] Uh, I do show the full amount is available at this time.
[CUSTOMER][NEUTRAL] OK, may I have your name please?
[AGENT][NEUTRAL] Yes, my name is [PII] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] And reference number is just your name and the date.
[AGENT][NEUTRAL] My name and today's date, yes ma'am.
[CUSTOMER][POSITIVE] Perfect alrighty thank you so much for your time I appreciate it.
[AGENT][POSITIVE] You're welcome. You have a wonderful weekend and thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you bye.