AccountId: 011433970860
ContactId: 9c0affa5-44f4-426f-a1b5-bf0e916d4564
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122099 ms
Total Talk Time (AGENT): 57850 ms
Total Talk Time (CUSTOMER): 47914 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/9c0affa5-44f4-426f-a1b5-bf0e916d4564_20250514T12:52_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 morning. My name is [PII]. I'm calling from the Midtown Women's Center to get outpatient benefits for a member.
[AGENT][NEUTRAL] I can verify benefits, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] It is, oh sorry, give me one second.
[CUSTOMER][NEUTRAL] It is 02493395 M as in Mary, L as in lake, number 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and the date of birth is [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] So, let me get this pulled up. Her active policy number will be 02625167.
[AGENT][NEUTRAL] And those benefits are.
[AGENT][NEUTRAL] Outpatient per calendar day allows $500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And her um member ID does it have ML8 at the end or no it's just these numbers. It has ML8. OK perfect.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK and then can I just have a reference number for the call please?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] No, that'll be all. Thank you for your help.
[AGENT][POSITIVE] You're so welcome, and thank you for calling American Public Life. Have a great day, [PII]. Bye-bye.
[CUSTOMER][POSITIVE] Thank you you too bye bye.