AccountId: 011433970860
ContactId: 7826866a-266b-44c3-a2ab-e7752f0a9812
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133440 ms
Total Talk Time (AGENT): 70619 ms
Total Talk Time (CUSTOMER): 47448 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/7826866a-266b-44c3-a2ab-e7752f0a9812_20250602T14:29_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling because I need benefits on the patient, please.
[AGENT][POSITIVE] Oh OK, I can help you with that. May I have your name and a call back number?
[CUSTOMER][NEUTRAL] My name is [PII]. That's [PII] Last in the initials of my last name is [PII].
[AGENT][NEUTRAL] And a callback number?
[CUSTOMER][NEUTRAL] And can I have the initial of your last name if you don't mind? Sorry.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you, that's [PII].
[AGENT][POSITIVE] Thank you and the policy number you're calling on you.
[CUSTOMER][NEUTRAL] It's gonna be 024457169.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the policy and you did say you were calling for benefits today.
[CUSTOMER][NEUTRAL] Yes, the patient's gonna be having a screening colonoscopy, and I'm calling from the facility.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, please be advised verifying benefits does not guarantee payment. Her policy with us has been effective since [PII]. It is still active for outpatient benefits, the policy pays up to $1000 a calendar year. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Oh yes, has any of the $1000 been used?
[AGENT][NEUTRAL] Let me see, I show that she has the full amount available for [PII], and let me also give you their updated policy number, the policy number you provided was the older one.
[CUSTOMER][POSITIVE] Oh awesome thank you.
[AGENT][NEUTRAL] Let me know when you're ready.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] OK, it's 254.
[AGENT][NEUTRAL] 6604.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 6604 perfect. Can I have [PII] a reference number for our call?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] To reference our call, you will use my name and today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help you have a great day.
[AGENT][POSITIVE] You're welcome. You have a wonderful day yourself and thank you for calling APO bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.