AccountId: 011433970860
ContactId: 6b31b7ac-fd6d-4c3b-bdf3-5487ffba4bd6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106940 ms
Total Talk Time (AGENT): 50195 ms
Total Talk Time (CUSTOMER): 33510 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/6b31b7ac-fd6d-4c3b-bdf3-5487ffba4bd6_20250514T19:55_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. My name is [PII]. I'm calling to get benefits for mutual patient.
[AGENT][NEUTRAL] I can verify benefits [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Absolutely, the policy number is 01341920.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] with a date of birth of [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] OK.
[CUSTOMER][NEUTRAL] Yes, they're coming in for diagnostic testing.
[AGENT][NEUTRAL] Would this be outpatient?
[CUSTOMER][NEUTRAL] Yes, outpatient.
[AGENT][NEUTRAL] OK. So outpatient calendar year allows 3500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And are there any accumulations on that 3500?
[AGENT][NEUTRAL] One moment, just loading the system, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] $70 has been applied for 2025.
[CUSTOMER][POSITIVE] Perfect, thank you for that information, [PII], and can I get a reference number please?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII]. Last initial is [PII] along with today's date. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No thank you so much for your help you have a great day.
[AGENT][POSITIVE] [PII], thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah.