AccountId: 011433970860
ContactId: eb46a145-0b9f-4199-a54f-3470456a53d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92260 ms
Total Talk Time (AGENT): 41215 ms
Total Talk Time (CUSTOMER): 33868 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/eb46a145-0b9f-4199-a54f-3470456a53d7_20250512T19:35_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to get benefits and eligibility on a patient please.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Policy number I have on file is sorry 148.
[CUSTOMER][NEUTRAL] 0451
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. This plan is effective [PII] and it is active.
[AGENT][NEUTRAL] Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Outpatient please.
[AGENT][NEUTRAL] Outpatient per calendar day allows $500.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] That's a $500.
[CUSTOMER][POSITIVE] OK, excellent that is actually all I needed, [PII]. Thank you so much for your help and have a wonderful day.
[AGENT][POSITIVE] [PII], you're so welcome, and thank you for calling American Public Life. You have a great day as well. Bye-bye.
[CUSTOMER][NEUTRAL] Goodbye.