AccountId: 011433970860
ContactId: e654d79b-d798-4681-8382-d0ba74f27208
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118160 ms
Total Talk Time (AGENT): 42758 ms
Total Talk Time (CUSTOMER): 47532 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/e654d79b-d798-4681-8382-d0ba74f27208_20250612T13:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII], and I am calling from the pediatrics Gastroenterology at Orlando Health and like to verify uh benefits for a patient, please.
[AGENT][NEUTRAL] OK, may I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I please have the policy number?
[CUSTOMER][NEUTRAL] Yes, uh 01417753ML8.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in for benefits. Is this for office, inpatient, outpatient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's a specialist office, is it?
[AGENT][POSITIVE] OK, I can assist you with that. I'm pulling that up for you now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And for this member, they, they don't have any office visits or procedure benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's what I needed to know. Thank you so much. You have a good day. And is there a reference number?
[AGENT][POSITIVE] OK, you're so welcome, thank you.
[AGENT][NEUTRAL] Yes, the reference number will be my first, no problem. It would be my first name [PII], last initial of [PII] and today's state.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][POSITIVE] Great. Thanks again. You have a good day.
[AGENT][POSITIVE] You're welcome, thank you for calling American Public Life. Have a great day as well.
[CUSTOMER][NEUTRAL] You