AccountId: 011433970860
ContactId: 813d2354-2a76-42f6-a996-2668401e3bb7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93440 ms
Total Talk Time (AGENT): 49390 ms
Total Talk Time (CUSTOMER): 45730 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/813d2354-2a76-42f6-a996-2668401e3bb7_20250116T14:22_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi sorry, hi [PII], my name is [PII]. I'm calling from Diagnostic Center in [PII], and I was calling for um benefits for a patient please.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] Yes, [PII] option 4.
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] Yes it is.
[CUSTOMER][NEUTRAL] 2175428 ML8
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the account and you did say you were calling for benefits. What type of service is the patient coming in for?
[CUSTOMER][NEUTRAL] I'm outpatient.
[AGENT][NEUTRAL] Outpatient, OK, please be advised verifying benefits does not guarantee payment. The policy has been effective since [PII]. It is still active. Uh, I show for outpatient benefits, the policy pays up to $500 a day. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, has anything been met yet? Oh, it's $5500 per day. Yes, it's a per day, yeah, no, that'd be all.
[AGENT][POSITIVE] Well, it is a per day benefit. Yes.
[AGENT][POSITIVE] OK, [PII], you have a wonderful day. Thank you for calling APL. Mhm. Bye-bye.
[CUSTOMER][POSITIVE] Thank you [PII] you do the same bye bye.