AccountId: 011433970860
ContactId: cf87ffb3-8d5d-45b8-aa67-c230b06714cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121410 ms
Total Talk Time (AGENT): 62364 ms
Total Talk Time (CUSTOMER): 57851 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/cf87ffb3-8d5d-45b8-aa67-c230b06714cf_20250528T21:19_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII], this is [PII] calling with Bad this outpatient. I'm calling in reference to a mutual patient. I'm trying to obtain outpatient benefit.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Can I get a callback number for you?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes, ma'am. It's gonna be [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yes, the policy number. Sorry that my computer had a glitch. OK, it's gonna be 01812666 M as in Mike, L as in Larry, and number 8.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK. Thank you. And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, this is for [PII]'s date of birth is [PII].
[AGENT][POSITIVE] OK. Thank you so much for verifying the policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you did say you were calling for outpatient benefits today?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Correct. You got it right.
[AGENT][NEUTRAL] OK. Please be advised verifying benefits does not guarantee payment. Her policy has been effective since [PII]. It is still active. For outpatient benefits, the policy pays up to $1000 a calendar year. I do show she has that full amount available at this time.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Beautiful.
[CUSTOMER][NEUTRAL] The last thing I may need is gonna be the initial to your last name and the reference number.
[AGENT][NEUTRAL] To reference the call, you will use my name and today's date. Uh, last name initial is [PII].
[CUSTOMER][POSITIVE] Beautiful. Thank you so much. I appreciate the help.
[AGENT][POSITIVE] You're welcome. You have a wonderful day. Thank you for calling APL.
[CUSTOMER][POSITIVE] Same to you, ma'am. Have a good one. Take care, bye.
[AGENT][NEUTRAL] Bye bye