AccountId: 011433970860
ContactId: b462a45d-59c6-4e3a-94b3-eec8ba29fd22
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95519 ms
Total Talk Time (AGENT): 40619 ms
Total Talk Time (CUSTOMER): 33769 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/b462a45d-59c6-4e3a-94b3-eec8ba29fd22_20250317T14:27_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. I was calling to get outpatient benefits for a member.
[AGENT][NEUTRAL] I can verify benefits. May I have your name and a policy number?
[CUSTOMER][NEUTRAL] My name is [PII] and the policy number is 1484175.
[AGENT][POSITIVE] Thank you. May I have a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] with the date of birth of [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. And which benefits can I provide for you?
[CUSTOMER][NEUTRAL] For outpatient benefits?
[AGENT][NEUTRAL] Outpatient per calendar day allows $500.
[CUSTOMER][NEUTRAL] 500 and can I also have the effective date?
[AGENT][POSITIVE] Yes, this plan is effective to [PII] and it is active.
[CUSTOMER][POSITIVE] Perfect thank you so much for your help.
[AGENT][POSITIVE] [PII], you're so welcome. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that'll be all for now. Thank you.
[AGENT][POSITIVE] Thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thanks you too. Bye-bye.