AccountId: 011433970860
ContactId: 899365d0-587a-40c5-a1fe-8a662c2f342f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 304420 ms
Total Talk Time (AGENT): 136509 ms
Total Talk Time (CUSTOMER): 102004 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/899365d0-587a-40c5-a1fe-8a662c2f342f_20250326T19:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Line. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to verify the benefits for my patients.
[AGENT][POSITIVE] OK, I can help you with that.
[CUSTOMER][NEUTRAL] I don't know if I dialed the right extension.
[AGENT][NEUTRAL] OK. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] It's 02385425 MLA.
[AGENT][NEUTRAL] The patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] or [PII], I guess [PII].
[AGENT][POSITIVE] OK. Thank you so much for verifying the account. And you did say you're calling for benefits today.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. And what type of service is the patient coming in for?
[CUSTOMER][NEUTRAL] Patient is having a colonoscopy diagnostic, it's gonna be an outpatient procedure.
[AGENT][NEUTRAL] OK. Please be advised verifying benefits is not guaranteed payment. Her policy with us has been effective since [PII]. It is still active.
[AGENT][NEUTRAL] I show for outpatient benefits, the policy pays $2000 a calendar year, up to $2000 a calendar year, uh, and I show she has the full amount available at this time.
[CUSTOMER][NEUTRAL] OK, I need your name and a reference number, and I don't know if you could help me with 2 more patients.
[AGENT][NEUTRAL] OK, to reference the call, you will use my name and today's date, [PII] and it uh the reference call, uh the call reference will be the same for all patients. And what is
[CUSTOMER][NEUTRAL] So [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh HIA and today's day, right?
[AGENT][NEUTRAL] Yes, ma'am. And
[CUSTOMER][POSITIVE] Got it OK.
[AGENT][NEUTRAL] The next policy number when you're ready.
[CUSTOMER][NEUTRAL] Uh, give me one second, and then this one it's 02509842.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, hold one moment for me.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you for holding. I apologize for the wait. Is this gonna be for outpatient benefits?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I show this policy has been effective since [PII] and still active for outpatient benefits. I show the policy will pay up to $8700 a calendar year and let me see.
[AGENT][NEUTRAL] Uh, I show at this time he has only used $259.68 of that.
[CUSTOMER][NEUTRAL] So 259 58?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And I'm ready for my last patient.
[AGENT][POSITIVE] OK, I'm ready when you are.
[CUSTOMER][NEUTRAL] It's 2, I mean I'm sorry, 02415262 MLA and it's the same outpatient procedure.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII], [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] This policy has been effective since [PII]. It is still active. I show for outpatient benefits, this policy pays up to.
[AGENT][NEUTRAL] $250 a day.
[CUSTOMER][NEUTRAL] 2:50 a day. OK, got it.
[AGENT][NEUTRAL] Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Thank you so much. I really appreciate.
[CUSTOMER][POSITIVE] That will be it. Thank you so much. I really appreciate your help.
[AGENT][NEUTRAL] Could you try again?
[AGENT][POSITIVE] OK, you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye bye.