AccountId: 011433970860
ContactId: 5bb0a2d6-fbaa-42fa-86a4-4f3d3a03b169
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85080 ms
Total Talk Time (AGENT): 44827 ms
Total Talk Time (CUSTOMER): 30631 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/5bb0a2d6-fbaa-42fa-86a4-4f3d3a03b169_20250130T17:44_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I'm just calling to confirm patients benefits uh coverage for an upcoming surgery at the hospital.
[AGENT][NEUTRAL] Oh OK, I can help you with that. Uh, can I get your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. Call back is [PII].
[AGENT][NEUTRAL] OK, thank you for that, [PII]. Could I get the policy number you're calling on?
[CUSTOMER][NEUTRAL] I have 02563777 Mike Lima 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you so much for verifying his account and you did say surgery, is this gonna be outpatient or inpatient?
[CUSTOMER][NEUTRAL] For an outpatient surgery.
[AGENT][NEUTRAL] OK, please be advised verifying benefits is not guaranteed payment. The policy has been effective since [PII]. It is still active for outpatient surgery, the policy pays up to $750 a day. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] 750 per day.
[CUSTOMER][POSITIVE] No, I think that's everything I needed thank you so much.
[AGENT][POSITIVE] You're welcome. Have a wonderful day and thank you for calling AP APO.
[CUSTOMER][POSITIVE] Thank you thank you alright.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.