AccountId: 011433970860
ContactId: e22e1c07-6b7c-4858-aaa5-33d8068778f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105650 ms
Total Talk Time (AGENT): 53829 ms
Total Talk Time (CUSTOMER): 46963 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/e22e1c07-6b7c-4858-aaa5-33d8068778f9_20250130T15:15_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII], this is [PII] calling from Badist Outpatient. I'm calling in reference to a mutual patient. I'm trying to obtain outpatient benefit.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII].
[AGENT][NEUTRAL] Thank you, the policy number you're calling on?
[CUSTOMER][NEUTRAL] It's gonna be 02281903 M as in Mary, L as in Larry, number 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you so much for verifying the account and you did say outpatient benefits, correct?
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes.
[AGENT][NEUTRAL] OK. Please be advised verifying benefits does not guarantee payment. I show the policy has been effective since [PII]. It is still active. I show for outpatient benefits, this policy pays up to $200 a day, I'm sorry, $2000 a day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 2000.
[AGENT][NEUTRAL] Is there anything else I can help you with? Yes ma'am, per day.
[CUSTOMER][NEUTRAL] Per day.
[CUSTOMER][POSITIVE] OK, beautiful. That will be everything. And the last thing I may need is gonna be the initial to your last name and the reference number if I can have one.
[AGENT][NEUTRAL] Initial to last name is [PII], to reference the call, you'll use my name and today's date.
[CUSTOMER][POSITIVE] Beautiful. Thank you, Ms. [PII]. I appreciate it.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Have a good one. Bye.