AccountId: 011433970860
ContactId: 8788e937-2cd7-42fd-98ad-0fdb9d552275
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105629 ms
Total Talk Time (AGENT): 49541 ms
Total Talk Time (CUSTOMER): 32790 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/8788e937-2cd7-42fd-98ad-0fdb9d552275_20250328T13:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling to get benefits for a patient please for a gap insurance.
[AGENT][NEUTRAL] I can verify benefits. May I have your name and a policy number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. The policy number is 02519027.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. This plan is effective [PII] and it is active.
[AGENT][NEUTRAL] Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Um, so she's coming in for a CT exam.
[AGENT][NEUTRAL] So outpatient per calendar day allows $300.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] OK, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, I think that's all. Is there a reference number?
[AGENT][NEUTRAL] It will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Alright perfect thank you so much for your help.
[AGENT][POSITIVE] OK, you're so welcome and thank you for calling American Public Life. Have a great weekend. Bye-bye.
[CUSTOMER][NEUTRAL] You as well bye bye.