AccountId: 011433970860
ContactId: b2c1906f-3f7f-4d5e-887c-2b3f92a05543
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108680 ms
Total Talk Time (AGENT): 49036 ms
Total Talk Time (CUSTOMER): 43461 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/b2c1906f-3f7f-4d5e-887c-2b3f92a05543_20250311T20:25_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, I'm just calling to check a secondary insurance benefits for outpatient.
[AGENT][NEUTRAL] I can verify benefits. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and the policy number
[CUSTOMER][NEUTRAL] It is, give me one moment, my computer is freezing so it's 01975789 ML 8.
[AGENT][POSITIVE] Thank you. May I have a good call back number for you?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, patient's name is [PII]. 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. Outpatient calendar year allows $7000.
[CUSTOMER][NEUTRAL] OK, and has she used any of the 7000?
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] You're welcome. No benefits have been applied for [PII].
[CUSTOMER][POSITIVE] OK, perfect, thank you so much. Can I have your name please?
[AGENT][NEUTRAL] Yes, it's [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That'll be all. Thank you so much.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.