AccountId: 011433970860
ContactId: dfb1b439-6736-4a76-822e-02b5639d41b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89750 ms
Total Talk Time (AGENT): 44328 ms
Total Talk Time (CUSTOMER): 38778 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/dfb1b439-6736-4a76-822e-02b5639d41b8_20250318T13:45_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I wanted to see the coverage of a patient's secondary gap, uh, the gap insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can help you with that. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Last initial is [PII], callback number is [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] 2300517 M for Mario, L for Lima, 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the policy and you say you're calling for benefits today. What type of service is the patient coming in for?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's for an ultrasound for an outpatient facility.
[AGENT][NEUTRAL] OK, please be advised verifying benefits does not guarantee payment. His policy with us has been effective since [PII]. It is still active. I show for outpatient benefits his policy pays up to $3000 a day. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK so you said 3000 a day?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, perfect. Um, no, I believe that was all and thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day. Thank you for calling APL.
[CUSTOMER][POSITIVE] You as well. Thank you. Bye bye.
[AGENT][NEUTRAL] Bye bye.