AccountId: 011433970860
ContactId: e797d65f-f68d-443e-a426-f57e9af97bd4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125819 ms
Total Talk Time (AGENT): 57153 ms
Total Talk Time (CUSTOMER): 56732 ms
Interruptions: 1
Overall Sentiment: AGENT=2.9, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/e797d65f-f68d-443e-a426-f57e9af97bd4_20250609T17:45_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], how are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] Good good um just needed to verify benefits on a mutual um insured.
[AGENT][POSITIVE] OK, I can definitely help you with that. Could I get your name and a callback number?
[CUSTOMER][NEUTRAL] Sure, my name is [PII]. Callback number is [PII], and the first initial of your last name is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what is the policy number you're calling on, [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] 02301203
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] Melabrace, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much for verifying the account and you did say benefits. What type of service is the patient coming in for?
[CUSTOMER][NEUTRAL] Outpatient benefits can be for a CT heart calcium score the copay.
[AGENT][NEUTRAL] OK, please be advised verifying benefits does not guarantee payment. The policy has been effective since [PII]. It is still active.
[AGENT][NEUTRAL] Uh, for, is this a procedure done in the physician's office?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, outpatient, uh, facility, mhm.
[AGENT][NEUTRAL] Our facility. OK. OK. I show the policy paying up to $500 a day for outpatient facility.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Wonderful, um, can I go ahead and use your first name, um, first initial of your last name and today's date as a reference number?
[AGENT][POSITIVE] Yes, ma'am. You sure can. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, not at this time. Thank you so much, [PII]. So it's 500 per day.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK, thank you very much have a great day take care.
[AGENT][POSITIVE] Yeah. Have a wonderful day yourself. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] Bye bye