AccountId: 011433970860
ContactId: 8c153fdd-f7d3-478b-94a4-f7225cc0a65f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102839 ms
Total Talk Time (AGENT): 56260 ms
Total Talk Time (CUSTOMER): 36625 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/8c153fdd-f7d3-478b-94a4-f7225cc0a65f_20250312T19:12_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 [PII], my name is [PII] and I was calling for medical benefits for our patients.
[AGENT][NEUTRAL] I can
[AGENT][NEUTRAL] I can verify benefits. May I have a policy number?
[CUSTOMER][NEUTRAL] 0259729
[AGENT][NEUTRAL] I'm sorry, 025972.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 92.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Call uh callback number is [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. So for outpatient, it allows $6000 and this is calendar year.
[CUSTOMER][NEUTRAL] OK, and they're still available?
[AGENT][NEUTRAL] One moment, I'll get that pulled up. Yes, there's no benefits applied for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much, um, and the effective date, um.
[AGENT][NEUTRAL] [PII] and it is active.
[CUSTOMER][NEUTRAL] Thank you and any uh call reference number or just your name?
[AGENT][NEUTRAL] It will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Thank you thank you bye.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Right.