AccountId: 011433970860
ContactId: d87c222c-d81e-49f8-b0bf-5cec8a7b6e05
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135800 ms
Total Talk Time (AGENT): 43262 ms
Total Talk Time (CUSTOMER): 35264 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/d87c222c-d81e-49f8-b0bf-5cec8a7b6e05_20250226T15:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yes, my name is [PII]. I'm calling for.
[CUSTOMER][NEUTRAL] Um, benefits, please.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] 02061376 and I believe it's ML 8.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] And you're calling in for benefits, there's specific benefits you're calling in for?
[CUSTOMER][NEUTRAL] Um, outpatient.
[AGENT][NEUTRAL] And this is done within an outpatient facility?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm pulling that information up for you now.
[AGENT][NEUTRAL] And in regards to this member's policy verification of coverage does not guarantee the payment of the claim. This member does not have any outpatient benefits.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No outpatient.
[CUSTOMER][NEUTRAL] OK, can I have a reference number please?
[AGENT][NEUTRAL] Yes, the reference will be my first name [PII], last initial of [PII] and today's date. Is there anything else I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] No, that'll be all, thank you.
[AGENT][POSITIVE] Thank you so much for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye.