AccountId: 011433970860
ContactId: 86b0db05-04e1-4a75-be9f-a64190eb11f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93870 ms
Total Talk Time (AGENT): 47091 ms
Total Talk Time (CUSTOMER): 39860 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/86b0db05-04e1-4a75-be9f-a64190eb11f2_20250424T17:21_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], good afternoon, this is [PII], last initials are, and I'm calling to get benefits and eligibility on a patient.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Can I get a callback number, please?
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][NEUTRAL] Can I get the policy number you're calling on?
[CUSTOMER][NEUTRAL] 02584349
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], excuse me, [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying her account and you did say you're calling for benefits and eligibility and what type of service is she coming in for?
[CUSTOMER][NEUTRAL] Um, ambulatory surgical facility outpatient and it is for colonoscopy and endoscopy.
[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, I show her policy pays up to $6350 a calendar year.
[CUSTOMER][NEUTRAL] Per, per year, yeah, you did say per year and you, you don't know what is met, if any?
[AGENT][NEUTRAL] At this time she has the full amount available.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, and then do you the reference number or just your name and today's date?
[AGENT][NEUTRAL] My name in today's date.
[CUSTOMER][POSITIVE] Awesome thank you so much you have a great day.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.