AccountId: 011433970860
ContactId: 7529ebd3-967c-4771-9b8d-f3915696bf07
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111400 ms
Total Talk Time (AGENT): 44658 ms
Total Talk Time (CUSTOMER): 42958 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/7529ebd3-967c-4771-9b8d-f3915696bf07_20250506T14:25_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling to get the benefits for a patient's gap insurance, please.
[AGENT][NEUTRAL] I can verify benefits. May I have your name and a policy number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], last initial [PII] The policy number is 01482796 M for Mike, L for Lima, 7.
[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] 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. And which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Um, so he's coming in for MRI exams at an outpatient setting.
[AGENT][NEUTRAL] Outpatient per calendar day allows $500.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Um, no, I believe that was the only thing I needed. 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.
[CUSTOMER][POSITIVE] Alright perfect thank you so much for your help.
[AGENT][POSITIVE] Catch, you're so welcome. And thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you.