AccountId: 011433970860
ContactId: d570614d-b620-4f3e-acd0-c1607f31c731
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112449 ms
Total Talk Time (AGENT): 50093 ms
Total Talk Time (CUSTOMER): 40091 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/d570614d-b620-4f3e-acd0-c1607f31c731_20250214T20:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[AGENT][POSITIVE] Good afternoon. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm 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] Policy number I have on file is 01942862 M like Mary, L like Larry, number 8.
[AGENT][POSITIVE] Thank you, one moment. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Mm.
[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 that verification of coverage does not guarantee the payment of a claim. This plan is effective [PII]. It is active. Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Outpatient please.
[AGENT][NEUTRAL] Outpatient per calendar day allows $500.
[CUSTOMER][POSITIVE] Perfect, it's $10 per day.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Uh, one more time, what was the effective date on that plan, [PII]? I'm so sorry about that.
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][POSITIVE] [PII] OK, perfect. That would actually be all thank you so much for your help though and have a wonderful day.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.