AccountId: 011433970860
ContactId: d87fc005-770b-4d9f-afbf-2e94a8101e79
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73879 ms
Total Talk Time (AGENT): 34677 ms
Total Talk Time (CUSTOMER): 20530 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/d87fc005-770b-4d9f-afbf-2e94a8101e79_20250123T15:45_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], I'm calling to get outpatient benefits for a member.
[AGENT][NEUTRAL] I can verify benefits. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] [PII], my policy number is 02552666.
[AGENT][NEUTRAL] [PII], may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised the verification of coverage does not guarantee the payment of a claim. Outpatient calendar year allows $8000.
[CUSTOMER][NEUTRAL] And they still have the whole thing available, right?
[AGENT][NEUTRAL] One moment, I'll verify.
[AGENT][NEUTRAL] That is correct. No benefits have been applied.
[CUSTOMER][POSITIVE] OK perfect alright thank you very much, [PII]. have a good day.
[AGENT][POSITIVE] [PII], you're so welcome, and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Yes sir.