AccountId: 011433970860
ContactId: 7218db82-a713-482a-a6be-2898aa8e529f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114459 ms
Total Talk Time (AGENT): 57784 ms
Total Talk Time (CUSTOMER): 44943 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/7218db82-a713-482a-a6be-2898aa8e529f_20250311T13:28_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 calling from Associates and Advanced Maternal fetal medicine. I need to get eligibility and benefits for mutual patient, please.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Of course, it is 02583627 M as in Mary, L as in love, 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Of course [PII] and my direct extension is [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Which benefit can I provide for you?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Outpatient benefits if she has a benefit limit. Mhm.
[AGENT][NEUTRAL] Outpatient
[AGENT][NEUTRAL] Yes, ma'am. Outpatient calendar year allows $1250.
[AGENT][NEUTRAL] And let me see her accumulations.
[AGENT][NEGATIVE] No benefits have been applied for [PII].
[CUSTOMER][POSITIVE] Perfect. And last name I have just the reference number of this call please.
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] [PII], you're so welcome. And thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Likewise, my love, bye bye.
[AGENT][POSITIVE] Thank you.