AccountId: 011433970860
ContactId: d48b6b39-bba4-4003-9492-693025e57dec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93610 ms
Total Talk Time (AGENT): 46802 ms
Total Talk Time (CUSTOMER): 35299 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/d48b6b39-bba4-4003-9492-693025e57dec_20250217T16:48_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Can I get your name one more time? I'm sorry.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Hey [PII], how are you?
[AGENT][POSITIVE] I'm great. How are you?
[CUSTOMER][POSITIVE] I'm doing well. I'm calling for a patient benefit please for inpatient stay.
[AGENT][NEUTRAL] I can verify benefits [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] It is going to be 02505698 M as in Michael L as in Lima 7.
[AGENT][POSITIVE] Thank you, may I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] I have one Valente and 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. Inpatient calendar year allows 7900.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Accumulation.
[AGENT][NEUTRAL] One moment.
[AGENT][NEGATIVE] No benefits have been applied for [PII].
[CUSTOMER][POSITIVE] Wonderful, uh, is there way you could generate a reference number for the call?
[AGENT][NEUTRAL] Yes, will be my name which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that was it thank you so much.
[AGENT][POSITIVE] You're so welcome. Thank you for calling American Public Life. Have a great day. Bye-bye.