AccountId: 011433970860
ContactId: 6c90b3bc-a18a-4552-9de4-5a8fbdbd6635
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109480 ms
Total Talk Time (AGENT): 48338 ms
Total Talk Time (CUSTOMER): 46753 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/6c90b3bc-a18a-4552-9de4-5a8fbdbd6635_20250109T14:35_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, [PII]. My name is [PII]. I'm actually calling in regards of a patient that's coming in to do an exam. Just wanna see if she'll be covered.
[AGENT][NEUTRAL] I'll be happy to verify eligibility. [PII], may I have a policy number?
[CUSTOMER][NEUTRAL] Of course, I have policy number 1912, I'm sorry, 863.
[AGENT][NEUTRAL] That was 1912863.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, yes, the patient's name is [PII], and 4, I mean, [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised the verification of coverage does not guarantee the payment of a claim. This plan is effective [PII] and it is active.
[AGENT][NEUTRAL] Which benefits can I provide for you?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Um, outpatient if they have any funds in there.
[AGENT][NEUTRAL] Outpatient per calendar day allows $250.
[CUSTOMER][POSITIVE] Mhm. Perfect. Is there any way you can give me a reference number for the call?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much for all your help today.
[AGENT][POSITIVE] You're so welcome, [PII], and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.