AccountId: 011433970860
ContactId: 964b4b45-3ca3-4a70-9162-8f6a0f903c8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140190 ms
Total Talk Time (AGENT): 63548 ms
Total Talk Time (CUSTOMER): 73452 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/964b4b45-3ca3-4a70-9162-8f6a0f903c8a_20250404T14:19_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] Um, yes, I'm calling from Nicholas Children's Hospital. I have a patient here that needs to have X-rays done in the outpatient hospital. I just need to know what they have available for outpatient services.
[AGENT][NEUTRAL] OK, and take a look at that for you. Could I get your name and a callback number please?
[CUSTOMER][NEUTRAL] My name is [PII] My direct line is [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] Um, 02.
[CUSTOMER][NEUTRAL] OK, so, OK, so 0250.
[CUSTOMER][NEUTRAL] 79
[CUSTOMER][NEUTRAL] 24
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, and then the number 8, so 02507924 ML 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient name is [PII]. Date of birth is [PII]. I can't understand, yeah, [PII].
[AGENT][NEUTRAL] Thank you for verifying the policy and you said you're calling for to see what is left for outpatient benefits.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, yeah, because they have an X-ray done outpatient hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, please be advised verifying benefits does not guarantee payment.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] I show this policy effective since [PII] for outpatient benefits. This policy pays up to $3500 a calendar year. I do show there is.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, let's see, for [PII] at this time she has only used $855.18.
[CUSTOMER][NEUTRAL] OK, use $855.18 sounds good to me. OK, may I have a reference number for this call?
[AGENT][NEUTRAL] Is there anything else I can help you with?
[AGENT][NEUTRAL] To reference our call you.
[CUSTOMER][NEUTRAL] Um, may I have a reference number for the call?
[AGENT][NEUTRAL] OK, to reference the call, you'll use my name, [PII] and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII] today's date. OK, thank you. So and are we billing [PII]?
[AGENT][POSITIVE] That is correct, yes, ma'am.
[CUSTOMER][POSITIVE] OK, Okla [PII]. OK, thank you so much for everything.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day. Thank you for calling APO. Bye bye.
[CUSTOMER][POSITIVE] OK thank you you have a great day thank you so much thank you bye bye.