AccountId: 011433970860
ContactId: d2df9bbe-facc-4448-abac-1061c3f40d6e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116949 ms
Total Talk Time (AGENT): 56388 ms
Total Talk Time (CUSTOMER): 49422 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/d2df9bbe-facc-4448-abac-1061c3f40d6e_20250501T13:49_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 [PII], my name is [PII]. I was calling to get benefits and eligibility on a patient please.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Sure, policy number that I have on file is 02365767 M like Mary L like Larry number 8.
[AGENT][POSITIVE] Thank you, [PII], may I have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised verification of coverage does not guarantee the payment of a claim. So the active policy number will be 02508103.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] This plan is effective [PII] and it is active.
[AGENT][NEUTRAL] And which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Uh, this particular patients coming in for an outpatient procedure if I can get the benefit for that, please.
[AGENT][NEUTRAL] Outpatient per calendar day allows $750.
[CUSTOMER][POSITIVE] OK, perfect. I interest and I'm sorry, you said your name was [PII].
[AGENT][NEUTRAL] It's [PII]. Last initial is [PII]
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Alright [PII], that was actually all I needed. You said $700 per day, correct?
[AGENT][NEUTRAL] $750 per day.
[CUSTOMER][POSITIVE] OK, perfect, thank you so much, [PII]. That is actually all I'll need. Have a wonderful day.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Goodbye.