AccountId: 011433970860
ContactId: 9f7e6819-7720-4409-b6f5-203fcc226b76
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148220 ms
Total Talk Time (AGENT): 63963 ms
Total Talk Time (CUSTOMER): 65371 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/9f7e6819-7720-4409-b6f5-203fcc226b76_20250528T15:50_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] Yes, hi, I'm trying to get benefits for a patient, uh, as a gap insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can help you with that. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. If I could get the policy number you're calling on.
[CUSTOMER][NEUTRAL] 026097
[CUSTOMER][NEUTRAL] 50.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying her policy and you did say benefits. What type of service is the patient coming in for?
[CUSTOMER][NEUTRAL] Well, uh, she just gave birth, so I need to know how much you will be covering, yeah.
[AGENT][NEUTRAL] OK, so inpatient?
[AGENT][NEUTRAL] OK, please be advised verifying benefits is not guaranteed payment. Her policy with us has been effective since, let's see, [PII]. It is still active.
[AGENT][NEUTRAL] I show for outpatient benefits, this policy will pay up to $5000 a calendar year.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Is it outpatient or inpatient?
[AGENT][NEUTRAL] This is for inpatient.
[CUSTOMER][NEUTRAL] Or both.
[AGENT][NEUTRAL] You want it, you want both?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, no, no, just, uh, impatient, it's 5000.
[AGENT][NEUTRAL] It's for inpatient, correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it, so then I can go ahead and send the claim to the primary which they apply deductible and then the claim will be sent to you.
[AGENT][NEUTRAL] Submit secondary correct with the explanation of that.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, and I have the address is [PII].
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, can I have your name?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] And let me guess, you don't, you guys don't give a reference number, right?
[AGENT][NEUTRAL] To, to reference the call, you will use my name in today's date.
[CUSTOMER][NEUTRAL] Just your name?
[CUSTOMER][POSITIVE] Got it thank you so much.