AccountId: 011433970860
ContactId: 7329f59d-ecac-4265-9fd9-4c4dc15f32ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89650 ms
Total Talk Time (AGENT): 46362 ms
Total Talk Time (CUSTOMER): 35828 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/7329f59d-ecac-4265-9fd9-4c4dc15f32ad_20250314T14:50_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, this is [PII] calling from Palms Wes Surgery Center. I was just calling to verify, um, benefits on a patient.
[AGENT][NEUTRAL] I can verify benefits. May I have a policy number?
[CUSTOMER][NEUTRAL] Sure, um, it's 02263066 ML8.
[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] [PII].
[CUSTOMER][NEUTRAL] I have a call back for that.
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] Oh sorry, um [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. So it looks like this plan termed on 21-2023, there is no active policy on file.
[CUSTOMER][NEUTRAL] 2123. OK, is there 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. [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that's it thank you so much.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye.