AccountId: 011433970860
ContactId: 90566e9d-b7d4-4037-9535-005228b77c63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110540 ms
Total Talk Time (AGENT): 63845 ms
Total Talk Time (CUSTOMER): 37099 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/90566e9d-b7d4-4037-9535-005228b77c63_20250114T16:12_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. I'm calling to verify benefits for a patient please.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, I can help you with that. You said could I get a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] 01813330
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you so much for verifying the account and you did say you're calling for benefits today.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, and let me give you her updated policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 0213.
[AGENT][NEUTRAL] 483 6.
[AGENT][NEUTRAL] Uh, this policy has been effective since [PII]. It's still active. Please be advised verifying benefits does not guarantee payment. And what type of service is the patient coming in for?
[CUSTOMER][NEUTRAL] Um, she's coming on in for an in office surgery.
[AGENT][NEUTRAL] OK, for in-office surgery that is covered under her outpatient benefit up to $7350 a calendar year. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, is that still available? The 7300, yeah.
[AGENT][NEUTRAL] I shall do.
[AGENT][NEUTRAL] I show the full amount is available.
[CUSTOMER][POSITIVE] It's available. OK, perfect. Thank you so much for your help. Do you have a reference number for the call?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] To reference the call you'll use my name and today's date.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome you have a wonderful day. Thank you for calling APO bye bye.
[CUSTOMER][NEUTRAL] Same to you.
[CUSTOMER][POSITIVE] Thank you bye bye.