AccountId: 011433970860
ContactId: 97b2945d-75d1-465f-a28b-283994ae92c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80260 ms
Total Talk Time (AGENT): 27256 ms
Total Talk Time (CUSTOMER): 34242 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/97b2945d-75d1-465f-a28b-283994ae92c5_20250114T16:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from a cardiologist's office. My name is [PII]. I just need to verify if the patient's secondary covers office visit co-pays.
[AGENT][NEUTRAL] OK. May I please have the policy number?
[CUSTOMER][NEUTRAL] Sure. It is, uh, would it be the outpatient if, if the patient's here in the office? I assume, yes, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. It is 125.
[CUSTOMER][NEUTRAL] 8804.
[CUSTOMER][NEUTRAL] M as in Mark, L as in Larry, and the number 8.
[AGENT][NEUTRAL] And may I please have a callback number?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh [PII], date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So for this policy you're calling in for office visit benefits. It is showing that this policy is no longer active. The term date is [PII].
[CUSTOMER][POSITIVE] OK, perfect. Let me notify the patient. Thank you so much.
[AGENT][POSITIVE] You're welcome thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank