AccountId: 011433970860
ContactId: 5f4003c9-ef36-494c-82c4-78d6dab67e63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194039 ms
Total Talk Time (AGENT): 64485 ms
Total Talk Time (CUSTOMER): 106513 ms
Interruptions: 1
Overall Sentiment: AGENT=2.4, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/5f4003c9-ef36-494c-82c4-78d6dab67e63_20250616T20:29_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 afternoon, [PII]. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm doing good it's [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, sorry, I thought I had to share that to let out my some of my US, right?
[AGENT][POSITIVE] It's OK. I totally understand.
[CUSTOMER][NEUTRAL] I do apologize. I didn't, I didn't mean to dump it on you, um.
[CUSTOMER][POSITIVE] But you know, go, but you know, a good laughter goes a long way. That's what the doctor says, right? Laughter is the best medicine that we as human could um actually uh enjoy, you know, cause, you know, it's better to laugh than, you know, it takes more effort to have uh like they say, frown than anything else, right?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] I agree.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am, I totally agree.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, and Ms. [PII], what's the first initial of your last name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] That'd be wonderful. Uh, my name is [PII]. First initial, my last name is [PII], and I was just looking for, um, outpatient benefits for a mutual insured. Um, let me know what do you need from me?
[AGENT][NEUTRAL] Your the policy number?
[CUSTOMER][NEUTRAL] OK, let me go ahead and give that. That would be 02464978.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] It's a direct number.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Her name is um [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised the verification of coverage does not guarantee the payment of a claim. So for outpatient calendar year, the benefit allows 2500.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] 2500. OK.
[AGENT][NEUTRAL] And let's see what's been applied. One moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] $80 has been applied for 2025.
[CUSTOMER][NEUTRAL] 80 even just like that?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, wonderful.
[CUSTOMER][NEUTRAL] Why isn't this working? Oh, never mind, it's there. OK, alright, can I go ahead and use your name first initial on today's date?
[AGENT][POSITIVE] Yes, ma'am. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Uh, no, Ms. [PII], thank you so much. Enjoy the rest of your work week and thank you for making me laugh. You have a great one.
[AGENT][POSITIVE] You are, you are so welcome, [PII], and thank you for calling American Public Life. You can call me anytime cause I needed that laugh. Thank you. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Alrighty take care bye bye you too bye bye.