AccountId: 011433970860
ContactId: 8e4869d2-4259-4413-8d0b-b7ea8c2d59a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108540 ms
Total Talk Time (AGENT): 60951 ms
Total Talk Time (CUSTOMER): 31969 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/2025/05/28/8e4869d2-4259-4413-8d0b-b7ea8c2d59a5_20250528T21:22_UTC.wav
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[AGENT][NEUTRAL] You for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling to verify um benefits for a patient.
[AGENT][NEUTRAL] OK, I can help you with that. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you, and you did say you were calling for benefits today?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] And um sorry, it's 021-99655 ML 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII]
[AGENT][NEUTRAL] OK, thank you so much for verifying her account. And uh what type of service is she coming in for? Is this outpatient facility?
[CUSTOMER][NEUTRAL] Yes, outpatient, correct, it's for an ultrasound.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Uh, I show the policy has been effective since [PII]. It is still active. Please be advised verifying benefits does not guarantee payment.
[AGENT][NEUTRAL] Uh, for outpatient benefits, this policy pays $200 up to $200 a day.
[CUSTOMER][NEUTRAL] OK, up to 200.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, perfect. And can I get a reference number?
[AGENT][NEUTRAL] To reference our call, you will use my name, [PII] and today's date.
[AGENT][NEUTRAL] And is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] No, that was it. Thank you so much.
[AGENT][POSITIVE] You're welcome have a wonderful day. Thank you for calling [PII] bye bye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Good