AccountId: 011433970860
ContactId: e3cca14d-bd13-4806-aaf4-a3834d0f8bd3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101389 ms
Total Talk Time (AGENT): 48202 ms
Total Talk Time (CUSTOMER): 36800 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/e3cca14d-bd13-4806-aaf4-a3834d0f8bd3_20250401T13:15_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, my name is [PII]. I'm calling from a provider's office. I need to verify benefits for a patient.
[AGENT][NEUTRAL] I can verify benefits, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02145415 ML8.
[AGENT][POSITIVE] Thank you. May I have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised the verification of coverage does not guarantee the payment of a claim. And which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Um, it's gonna be for outpatient surgery.
[AGENT][NEUTRAL] Outpatient calendar year allows $8000.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Has he used any of that 8000?
[AGENT][NEUTRAL] Looks like $100 has been applied for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. Can I have a call reference number please?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that's all for today thank you so much.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye.