AccountId: 011433970860
ContactId: 8bbe7032-3e55-42f3-b276-9dd79f04a4e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104540 ms
Total Talk Time (AGENT): 56750 ms
Total Talk Time (CUSTOMER): 30741 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/8bbe7032-3e55-42f3-b276-9dd79f04a4e6_20250415T18:54_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. Uh, my name is [PII]. I was calling to get outpatient benefits for a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with that. Could I get a callback number for you?
[CUSTOMER][NEUTRAL] Uh yes, it's [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] Uh, policy number is 02611461.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying her account and you did say outpatient benefits today.
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK. Please be advised verifying benefits does not guarantee payment. The policy has been effective since [PII]. It is still active for outpatient benefits, I show that this policy will pay up to $6500 a calendar year.
[AGENT][NEUTRAL] Uh, I show at this time the full amount is available.
[AGENT][NEUTRAL] And is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, no, that'll be all. Can I just have a reference number for the call, please?
[AGENT][NEUTRAL] Yes, ma'am. To reference our call, you will use my name, [PII] and today's date.
[CUSTOMER][POSITIVE] Friday perfect um OK awesome thank you again for your help.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day. Thank you for calling APL.
[AGENT][NEUTRAL] Bye bye.