AccountId: 011433970860
ContactId: ef929435-2067-4344-95f1-5c9f60fe9e8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117800 ms
Total Talk Time (AGENT): 58267 ms
Total Talk Time (CUSTOMER): 33990 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/ef929435-2067-4344-95f1-5c9f60fe9e8f_20250218T13:41_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, good morning, my name is [PII]. I'm calling for eligibility and benefits on a patient.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] 01887319, the letter M, the letter L and the number 8.
[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] [PII], [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] For outpatient.
[AGENT][NEUTRAL] Outpatient calendar year allows $6600.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, has anything been used?
[AGENT][NEUTRAL] One moment, verifying that right now.
[AGENT][NEGATIVE] No benefits have been applied for [PII].
[CUSTOMER][NEUTRAL] Thank you. Can I get a reference number for this call?
[AGENT][NEUTRAL] 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. Thank you so much. Have a good day.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Bye