AccountId: 011433970860
ContactId: b89f869f-c8cc-40d4-b428-36194bdb4563
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95720 ms
Total Talk Time (AGENT): 49151 ms
Total Talk Time (CUSTOMER): 33461 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/b89f869f-c8cc-40d4-b428-36194bdb4563_20250311T19:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I am needing to get eligibility and benefits for a patient please.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] My name is [PII]. The patient's policy number is 021376992.
[AGENT][POSITIVE] Thank you. And [PII], may I have a good callback number for you?
[CUSTOMER][NEUTRAL] The callback number is [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] This is for [PII] and the 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. Plans effective [PII] and it is active.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] This would be benefits for physical therapy in a hospital setting.
[AGENT][NEUTRAL] OK, so that would fall under the outpatient per calendar day benefit amount of $500.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] That should be everything I needed thank you so much.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you, you too, bye.
[AGENT][POSITIVE] Thank you.