AccountId: 011433970860
ContactId: 79120c04-c73e-4f15-84b0-17f6f023a547
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139360 ms
Total Talk Time (AGENT): 61539 ms
Total Talk Time (CUSTOMER): 42419 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/79120c04-c73e-4f15-84b0-17f6f023a547_20250114T18:40_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from hematology oncology regarding a patient, um, that is insured with American Public Life, and I just wanna verify benefits.
[AGENT][POSITIVE] OK, yeah, I'd love to help you with some benefits today, Ms. [PII], and do you mind if I get a good call back number from you real quick?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Wonderful. And what's the policy number for your patient?
[CUSTOMER][NEUTRAL] That is 0244.
[CUSTOMER][NEUTRAL] 3500.
[CUSTOMER][NEUTRAL] M for Mary, L for Larry, A.
[AGENT][POSITIVE] Thank you, and give me a moment to get your patient pulled up with us.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Perfect. What's your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Wonderful thank you so much. um, your patient is current and active with us and.
[AGENT][NEUTRAL] You said you're looking for benefits are we looking for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Uh, outpatient
[AGENT][NEUTRAL] Perfect, I do wanna let you know any benefits I give you over the phone is going to just be a verification of coverage and not a guarantee of payment.
[AGENT][NEUTRAL] It looks like your patient has an outpatient benefit of.
[AGENT][NEUTRAL] $6000 per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] And no deductible with us.
[CUSTOMER][POSITIVE] OK perfect thank you so much. Can I have a name and a reference number?
[AGENT][POSITIVE] Yes, it's my pleasure.
[AGENT][NEUTRAL] Oh yeah, the name is [PII], first initial last name, B like [PII]. The reference number is just gonna be my name and today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you so much for your help today, [PII].
[AGENT][POSITIVE] My pleasure, thanks for calling APL you have such a wonderful day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Bye-bye.