AccountId: 011433970860
ContactId: f13c2e9f-87ef-4d23-8581-bd8e0dce1b18
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98769 ms
Total Talk Time (AGENT): 50248 ms
Total Talk Time (CUSTOMER): 37788 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/f13c2e9f-87ef-4d23-8581-bd8e0dce1b18_20250310T19:54_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, I'm calling to get um outpatient benefits for a member.
[AGENT][NEUTRAL] OK, I can help you with that. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII], um [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on, [PII]?
[CUSTOMER][NEUTRAL] Sure, it's 02555951.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you so much for verifying her account and you did say outpatient benefits.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, please be advised verifying benefits is not guaranteed payment.
[AGENT][NEUTRAL] This policy has been effective since [PII]. It is still active. For outpatient benefits, the policy pays up to $3000 a calendar year.
[AGENT][NEUTRAL] Uh, I show it this
[CUSTOMER][NEUTRAL] And has she? Oh, I'm sorry.
[AGENT][NEUTRAL] I show the full amount is available at this time.
[CUSTOMER][NEUTRAL] OK, and your name was? I'm sorry, [PII] you said?
[AGENT][NEUTRAL] My name is [PII], yes. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Just is it [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, and your last name initial, please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much for your time and your help you have a great day.
[AGENT][POSITIVE] You're welcome. You have a wonderful day yourself and thank you for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.