AccountId: 011433970860
ContactId: 99f494a2-3517-4616-af4c-047892f6d22b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93470 ms
Total Talk Time (AGENT): 50771 ms
Total Talk Time (CUSTOMER): 37169 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/99f494a2-3517-4616-af4c-047892f6d22b_20250211T15:01_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] Hi [PII]. I just wanna make sure that you guys are picking up a patients, um, deductible cost for a procedure they're having.
[AGENT][NEUTRAL] OK, I can take a look at that for you. Could I get a call back number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, [PII]. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] I have it as 021-99611 ML8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] 61166
[AGENT][NEUTRAL] OK, thank you for verifying his account and you are calling for benefits for a procedure. Is this outpatient in the physician's office? What type of um place of service?
[CUSTOMER][NEUTRAL] It'll be
[CUSTOMER][NEUTRAL] Yes, it'll be outpatient in an ambulatory surgical facility.
[AGENT][NEUTRAL] OK, please be advised verifying benefits is not guarantee payment. Uh, his policy with us has been effective since [PII]. Uh, I show he does have outpatient benefits paying up to $200 a day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with? My name is [PII].
[CUSTOMER][NEUTRAL] All right. And what is your name?
[CUSTOMER][POSITIVE] [PII]. No, I appreciate your help, [PII].
[AGENT][POSITIVE] You, you're welcome. You have a wonderful day. Thank you for calling APO. Bye-bye.
[CUSTOMER][NEUTRAL] You too.