AccountId: 011433970860
ContactId: cb1b7790-c8d5-4ba3-be64-236e1ebc4cc3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162639 ms
Total Talk Time (AGENT): 69559 ms
Total Talk Time (CUSTOMER): 56309 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/cb1b7790-c8d5-4ba3-be64-236e1ebc4cc3_20250506T14:12_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I'm calling from Astroh. I'm trying to verify the benefit for one of my patients.
[AGENT][NEUTRAL] Oh, I can help you with that. LA. Could I get a callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on today?
[CUSTOMER][NEUTRAL] It is 02465750 MLA.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient is [PII], [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much for verifying the account and you did say you were calling for benefits today?
[CUSTOMER][NEUTRAL] Correct. Patients having an outpatient procedure.
[AGENT][NEUTRAL] OK, and let me
[AGENT][NEUTRAL] OK, thank you. And let me give you their updated policy number.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Let me know when you're ready.
[CUSTOMER][NEUTRAL] Yeah, you can get.
[AGENT][NEUTRAL] OK. 214.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] 0843.
[CUSTOMER][NEUTRAL] So 214-0843?
[AGENT][NEUTRAL] Yes, ma'am
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] OK, and you did say outpatient benefits. Please be advised verifying benefits does not guarantee payment. The policy's been effective since [PII]. It is still active for outpatient benefits, this policy pays up to $7900 a calendar year.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] And it's still available or they haven't used anything?
[AGENT][NEUTRAL] She, she has the full amount available.
[CUSTOMER][NEUTRAL] OK. So I just need your name and a reference number.
[AGENT][NEUTRAL] To reference our call, you will use my name, [PII] and today's date.
[CUSTOMER][NEUTRAL] I'm sorry, [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] HIA and today's date, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Got it. Thank you so much. I really appreciate your help.
[AGENT][POSITIVE] You're welcome. You have a wonderful day, [PII]. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye bye.