AccountId: 011433970860
ContactId: ad24088b-7757-4fdf-8415-cf0453fecd42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127830 ms
Total Talk Time (AGENT): 56540 ms
Total Talk Time (CUSTOMER): 56268 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/ad24088b-7757-4fdf-8415-cf0453fecd42_20250205T21:15_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] Hello, good afternoon. Uh, my name is [PII]. Last name initial [PII]. I'm sorry, could you repeat your name for me, please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Perfect. Um, so I'm just calling to get outpatient benefits for a patient. I do see here that they have this as either a secondary or a gap insurance. Um, but I'm just trying to benefit, I'm just trying to see what benefits they have for outpatients.
[AGENT][NEUTRAL] OK, I can take a look at that for you, uh, [PII], if I could get a callback number please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] It's going to be 02519622.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the policy and you did say outpatient benefits today?
[CUSTOMER][POSITIVE] Correct. Mhm.
[AGENT][NEUTRAL] Please be advised verifying benefits is not guarantee payment. I do show the policy effective since [PII]. It is still active. I show for outpatient benefits, the policy pays up to $5000 a calendar year. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and how much have they used?
[AGENT][NEUTRAL] Let me check that for you.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] I show the full amount is available for [PII].
[CUSTOMER][POSITIVE] All right. Perfect. $5000 available. OK. Thank you so much for your help. Can I have a reference number for our call, please?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] To reference the call, you'll use my name [PII] and today's date.
[CUSTOMER][POSITIVE] All right, perfect. Thank you so much. Have a good one. Bye-bye.
[AGENT][POSITIVE] You're welcome you have a wonderful day and thank you for calling APL bye bye.
[CUSTOMER][POSITIVE] You you too bye bye.