AccountId: 011433970860
ContactId: d3d14b53-cc19-4882-bdb9-0d368bc755e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115889 ms
Total Talk Time (AGENT): 51098 ms
Total Talk Time (CUSTOMER): 43862 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/d3d14b53-cc19-4882-bdb9-0d368bc755e6_20250227T14:45_UTC.wav
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[AGENT][NEUTRAL] Calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII]. I'm calling to verify benefits for one of our patients.
[AGENT][NEUTRAL] I can verify benefits. May I have a policy number?
[CUSTOMER][NEUTRAL] Of course, it will be 02.
[CUSTOMER][NEUTRAL] 556274.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Of course, [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Of course [PII], 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. And which benefit can I provide for you?
[CUSTOMER][NEUTRAL] I'm looking for outpatient benefits.
[AGENT][NEUTRAL] OK, so outpatient allows.
[AGENT][NEUTRAL] $9450 and this is a calendar year.
[CUSTOMER][NEUTRAL] Uh, can you say that one more time if you don't mind, 9000 and how much?
[AGENT][NEUTRAL] $9450.
[CUSTOMER][POSITIVE] Perfect. And then, has any of that been um used yet?
[AGENT][NEUTRAL] One moment, I'll pull that up.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEGATIVE] No benefits have been applied for [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much, [PII] that was everything I needed for today. Uh, is there any reference number or do I just use date and time?
[AGENT][NEUTRAL] It will be my name, which is [PII]. Last initial is [PII] along with today's date for your reference.
[CUSTOMER][POSITIVE] Perfect thank you so much, [PII]. You have a wonderful rest of your day.
[AGENT][POSITIVE] So you're so welcome. And thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Bye bye take care.