AccountId: 011433970860
ContactId: bd51df73-e81c-4124-ba65-3c0168823df5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104730 ms
Total Talk Time (AGENT): 48021 ms
Total Talk Time (CUSTOMER): 38209 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/bd51df73-e81c-4124-ba65-3c0168823df5_20250314T14:00_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, good morning. My name is [PII]. I was just calling to verify, uh, benefits for a member, please.
[AGENT][NEUTRAL] I can verify benefits. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number that I have is 02427991 M for Mary, L for Lima and the number 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] It's for [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised the verification of coverage does not guarantee the payment of a claim. And which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Um, the benefits for ambulatory surgical center, non-hospital based outpatient.
[AGENT][NEUTRAL] Outpatient calendar year allows 1500.
[CUSTOMER][NEUTRAL] OK, and then do you know if they have used any of that amount?
[AGENT][NEUTRAL] One moment, I'll pull that up.
[AGENT][NEGATIVE] No benefits have been applied for [PII].
[CUSTOMER][NEUTRAL] OK perfect and do you happen to have a call reference number?
[AGENT][NEUTRAL] Yes, it will be my name, which is [PII] Last initial is [PII] along with today's date. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That was it thank you so much for your help.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.