AccountId: 011433970860
ContactId: dc6b0454-bf24-4989-a32a-21c2aa36cd8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108250 ms
Total Talk Time (AGENT): 56694 ms
Total Talk Time (CUSTOMER): 35086 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/dc6b0454-bf24-4989-a32a-21c2aa36cd8a_20250529T20:09_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling to verify coverage for a patient.
[AGENT][NEUTRAL] I can help you with that. Could I get your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] Yes, that is.
[CUSTOMER][NEUTRAL] Um 01632279 ML 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient is [PII] [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the account and you're calling for uh benefits and eligibility.
[AGENT][NEUTRAL] Or just eligibility.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Well, just, just benefits she's coming in with us for um for an MRI and I'm just trying to see the coverage.
[AGENT][NEUTRAL] OK, please be advised verifying benefits is not guaranteed payment. I show the policy effective since [PII]. It is still active.
[AGENT][NEUTRAL] Let's see, you said this is for what type of service again? MRI?
[CUSTOMER][NEUTRAL] An MRI?
[AGENT][NEUTRAL] OK. For MRI the policy pays up to $500 a day. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Nope, that's it. Can I get a reference number?
[AGENT][NEUTRAL] To reference the call, you'll use my name, [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect, thank you so much.
[AGENT][POSITIVE] You're welcome. You have a wonderful day, [PII]. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] But