AccountId: 011433970860
ContactId: 8e1fe66f-e8d1-4a81-9dbe-3035acfe4285
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115319 ms
Total Talk Time (AGENT): 63687 ms
Total Talk Time (CUSTOMER): 56466 ms
Interruptions: 2
Overall Sentiment: AGENT=2.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/8e1fe66f-e8d1-4a81-9dbe-3035acfe4285_20250424T13:13_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling you from Pembroke Pink Imaging. Wanna check to to see if a patient is active and what her maximum is.
[AGENT][POSITIVE] OK, I can help you with that all that. Could I get a callback number?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you, the policy number you're calling on?
[CUSTOMER][NEUTRAL] 02545748.
[AGENT][NEUTRAL] Patient's name.
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII]. Date of birth.
[AGENT][NEUTRAL] OK, thank you so much for verifying the policy. Uh, and you are calling for eligibility and uh the maximum. OK, please be advised, verifying benefits just.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, to see if she's mad or anything.
[AGENT][NEUTRAL] OK, please be advised verifying benefits is not guaranteed payment. Her policy with us has been active since [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is this for outpatient or inpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient outpatient and we're in network.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Uh, I show for outpatient, the policy pays up to $2500 a calendar year. I do show that she still has the full amount available at this time. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Zero Max perfect. And just the reference number, probably your name and today's date of birth, right? uh today's date date of birth.
[AGENT][POSITIVE] That is correct. Yes, and it's spelled [PII]
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] [PII] thank you so much and you have a wonderful day today OK?
[AGENT][POSITIVE] You're welcome. You have a wonderful day. You too. Thank you for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Bye love bye.
[CUSTOMER][POSITIVE] Thank you. Bye.