AccountId: 011433970860
ContactId: 76c6634b-63a2-42ab-b0e7-f2b16dd9c470
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98709 ms
Total Talk Time (AGENT): 46939 ms
Total Talk Time (CUSTOMER): 34340 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/76c6634b-63a2-42ab-b0e7-f2b16dd9c470_20250617T19:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, good afternoon, my name is [PII]. I was calling to get outpatient benefits for patients.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] It's 01659925.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], um, [PII].
[AGENT][NEUTRAL] And thank you so much [PII] for verifying the policy. You're calling in for outpatient benefits. Verification of coverage does not guarantee the payment of the claim. This member has up to $2500 per calendar year that will go towards the primary insurance deductible, co-insurance, or co-pay.
[AGENT][NEUTRAL] This policy is for sickness and injury only. It would not cover any preventative or wellness. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, yeah, would you mind, um, checking to see how much of the benefits she's used for this year?
[AGENT][NEGATIVE] As of right now, the member has not used any of their benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, here we come, those were the only questions I had. Thank you so much again for your help, OK.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye.