AccountId: 011433970860
ContactId: 8c614452-462e-436e-86e0-90fa0296d906
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118690 ms
Total Talk Time (AGENT): 54228 ms
Total Talk Time (CUSTOMER): 46521 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/8c614452-462e-436e-86e0-90fa0296d906_20250205T21:29_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], I'm calling from the Nicholas Children's Outpatient uh Center. I wanted to find out benefits for a patient that arrived a few days ago.
[AGENT][NEUTRAL] I can verify benefits. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Yes, the member's name is [PII], uh, and the policy number is 0250180.
[AGENT][NEGATIVE] I think I'm missing a number.
[CUSTOMER][NEUTRAL] Uh, after the, uh, so it's 02501804 M as in mom, L as in Larry 8.
[AGENT][NEUTRAL] May I have your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and the callback number is [PII].
[AGENT][NEUTRAL] Thank you. And Isabella's date of birth?
[CUSTOMER][NEUTRAL] It 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.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Which benefit can I provide?
[CUSTOMER][NEUTRAL] I'm trying to find out the outpatient benefit max.
[AGENT][NEUTRAL] OK, so outpatient calendar year allows 2500.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if there's any accumulations.
[AGENT][NEGATIVE] No benefits have been applied for [PII].
[CUSTOMER][POSITIVE] Awesome, have been applied and can I get a reference number? I don't know if you guys give that.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Awesome thank you so much, [PII]. I hope you have a great day.
[AGENT][POSITIVE] And that you're so welcome and thank you for calling American Public Life. Have a great day. Bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.