AccountId: 011433970860
ContactId: 8e9ce32a-c752-46ac-9a22-1ccc4905ca79
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104379 ms
Total Talk Time (AGENT): 52747 ms
Total Talk Time (CUSTOMER): 38962 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/8e9ce32a-c752-46ac-9a22-1ccc4905ca79_20250506T15:50_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 was calling for benefits information please on the patient.
[AGENT][NEUTRAL] I can verify benefits. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], policy number 02148023.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, [PII] option 4.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [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 her active policy number will be 02508137.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Um, outpatient.
[AGENT][NEUTRAL] OK. So outpatient per calendar day allows $500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Per day.
[CUSTOMER][NEUTRAL] OK great um can I have a reference number or is it your name?
[AGENT][NEUTRAL] Yes, it will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Thank you, [PII] and have a uh enjoy the rest of your day.
[AGENT][POSITIVE] Thank you, you as well, and thank you for calling American Public Life. Bye-bye.
[CUSTOMER][POSITIVE] You're welcome bye bye.