AccountId: 011433970860
ContactId: 9b73e43e-5a0b-419c-a4c9-40d3d7ecaecf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92309 ms
Total Talk Time (AGENT): 38359 ms
Total Talk Time (CUSTOMER): 34009 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/9b73e43e-5a0b-419c-a4c9-40d3d7ecaecf_20250217T20:45_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, good afternoon, [PII]. My name is [PII]. I was calling to get outpatient benefits for our patients.
[AGENT][NEUTRAL] I can verify benefits [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] It's 01749478.
[AGENT][NEUTRAL] [PII], may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] I have the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [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.
[AGENT][NEUTRAL] And was that for outpatient benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Outpatient calendar year allows $1000.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And has she used up any of the benefits for the year?
[AGENT][NEUTRAL] One moment, I'll pull that up.
[AGENT][NEGATIVE] No benefits have been applied to [PII].
[CUSTOMER][POSITIVE] Perfect. Alright, [PII], those were the only questions that I had. Thank you so much for your help, OK?
[AGENT][POSITIVE] You're so welcome, [PII]. Thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. You too. Bye.