AccountId: 011433970860
ContactId: 8363652a-f572-4aeb-9780-ff0486011e43
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150009 ms
Total Talk Time (AGENT): 30933 ms
Total Talk Time (CUSTOMER): 107694 ms
Interruptions: 0
Overall Sentiment: AGENT=3.8, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/8363652a-f572-4aeb-9780-ff0486011e43_20250610T18:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey, Ms. [PII], it's uh [PII], heck of a nice guy, [PII] agent extraordinaire. How are you today?
[AGENT][POSITIVE] I'm wonderful, [PII]. How are you?
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Yeah, getting there, uh, look my best callback number [PII] operators are standing by.
[CUSTOMER][NEUTRAL] And let me know when you have the policy number.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] When it's uh 247-870-9.
[CUSTOMER][POSITIVE] I love the lady's name, it's [PII].
[AGENT][POSITIVE] Wow, good job.
[CUSTOMER][NEUTRAL] Yay, I guess she got married because her last name used to be [PII]. Let me see if it's the same one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, 8709. Let me just see.
[CUSTOMER][NEUTRAL] Yeah, she didn't change her name yet, um, uh, and her date of birth is gonna be.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for verifying that. I have her file pulled up. And how can I help you today?
[CUSTOMER][NEUTRAL] You know, I had a very or had a 2 seconds ago, very caring Florida Blue or Blue Cross and Blue Shield agent trying to help this lady out, and I have a man question for you.
[CUSTOMER][NEUTRAL] Um, so she just gave birth, um, but she needs, and I, I think she's the nurse already said that she's met her not only her deductible, but her maximum amount of pocket, but she's got some outpatient services, or excuse me, out of network services. Does, does the Medin still pay for um.
[CUSTOMER][NEUTRAL] Like, uh, out of network services, even though her, you know, uh, maximum amount of pocket's been taken care of on the inpatient or you know in in network services.
[AGENT][NEUTRAL] If the benefit max is met, no, it would not, but if she has outpatient, that benefit is per calendar day.
[CUSTOMER][POSITIVE] OK, got it. OK, I got it. All right, I understand. All right, thank you so much.
[AGENT][POSITIVE] You're so welcome, [PII]. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's it. I gotta email this Blue Cross. She thinks the gap is to catch me on. I'm like, yeah, please, please tell the other 27 universities that it's decent. Been waiting for 5 years to get into the other 27. Alright, thank you so much.
[AGENT][POSITIVE] [PII], you're so welcome. Thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you, ma'am. You as well. Bye.