AccountId: 011433970860
ContactId: ac1f62f0-66d4-422e-b2c3-47b97057d733
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207429 ms
Total Talk Time (AGENT): 72903 ms
Total Talk Time (CUSTOMER): 79245 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/ac1f62f0-66d4-422e-b2c3-47b97057d733_20250624T19:13_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Astro. How. How are you doing?
[AGENT][POSITIVE] I'm great. How are you?
[CUSTOMER][POSITIVE] I'm doing great. Thank you for asking.
[CUSTOMER][NEUTRAL] So [PII], I'm calling from Astro Health to verify the benefit for one of my patients.
[AGENT][NEUTRAL] I can verify benefits. May I have a policy number?
[CUSTOMER][NEUTRAL] Policy number is 02119858.
[CUSTOMER][NEUTRAL] Letter ML 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] Patience, it's [PII], [PII].
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, and that's policy number 02119858?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, it did not come up with this policy number.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Can you spell the first and last name, please?
[CUSTOMER][NEUTRAL] Let me see if I have.
[CUSTOMER][NEUTRAL] It's [PII] is the last um first name, [PII] [PII] is the first um last name, sorry.
[AGENT][NEUTRAL] And I'm sorry, what is the date of birth?
[CUSTOMER][NEUTRAL] Patient's date of birth is [PII].
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] There are several. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. So the policy number will be 02113858.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] So, 02113858.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And which benefit can I provide for you?
[CUSTOMER][NEUTRAL] This patient is having an outpatient procedure and I'm looking for the professional benefits.
[AGENT][NEUTRAL] Outpatient per calendar day allows $250.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So 50 per day. OK. Can I have your name and a reference number, please?
[AGENT][NEUTRAL] Yes, it will be [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] Mm OK. So you say [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] NW got it. Thank you so much, [PII]. Have a wonderful day.
[AGENT][POSITIVE] [PII], you're so welcome. Thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.