AccountId: 011433970860
ContactId: 7ffb159a-0c00-43ce-b235-7565fdf8d2c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117639 ms
Total Talk Time (AGENT): 54804 ms
Total Talk Time (CUSTOMER): 47706 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/7ffb159a-0c00-43ce-b235-7565fdf8d2c1_20250328T13:02_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], good morning. My name is [PII]. I was just calling to verify benefits for one of our patients.
[AGENT][NEUTRAL] I can help you with that, [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] Of course, it would be [PII].
[AGENT][NEUTRAL] And you say you're calling for benefits today?
[CUSTOMER][POSITIVE] That's correct, yes.
[AGENT][NEUTRAL] OK, and what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Policy number would be 0259.
[CUSTOMER][NEUTRAL] 7474 M as in Mary, L as in Lima, number 8 and I'm looking for outpatient benefits for this patient.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is uh [PII]. Date of birth is um [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the account. Please be advised verifying benefits does not guarantee payment. The policy has been effective since [PII]. It is still active. For outpatient benefits, this policy pays up to $4000 a calendar year. I show that this uh insured has that full amount available at this time. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][POSITIVE] Perfect thank you so much. No, that was actually everything may I please just get a reference number for a call?
[AGENT][NEUTRAL] Yes, ma'am. To reference the call, you'll use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much have a wonderful weekend.
[AGENT][POSITIVE] You have a wonderful weekend yourself. Thank you for calling APL. Bye bye.
[CUSTOMER][POSITIVE] Bye-bye. Take care.