AccountId: 011433970860
ContactId: 74fe86bc-7cee-4725-986e-be098d6c95d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89889 ms
Total Talk Time (AGENT): 36108 ms
Total Talk Time (CUSTOMER): 36521 ms
Interruptions: 0
Overall Sentiment: AGENT=-1.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/74fe86bc-7cee-4725-986e-be098d6c95d2_20250522T13:15_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] Hey, good morning. My name is [PII]. I was calling to get outpatient benefits for patients.
[AGENT][NEUTRAL] I can verify benefits, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] It's 025663887.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah and it's uh [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. Outpatient calendar year allows 2500.
[CUSTOMER][NEUTRAL] And then has the patient used up any of the benefits for this calendar year?
[AGENT][NEGATIVE] No benefits have been applied for [PII].
[CUSTOMER][NEUTRAL] Say that again, I'm sorry.
[AGENT][NEGATIVE] No benefits have been applied for [PII].
[CUSTOMER][POSITIVE] Oh no benefit benefits sorry, sorry, I understand, sorry. OK, perfect. Alright, [PII], um, those are the only questions that I had. Thank you so much for your help, OK.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. You too. Bye.