AccountId: 011433970860
ContactId: f928dd93-30ed-4229-a085-aaeb673a69a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106260 ms
Total Talk Time (AGENT): 51339 ms
Total Talk Time (CUSTOMER): 37075 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/f928dd93-30ed-4229-a085-aaeb673a69a8_20250625T13:26_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I needed to verify benefits for a member.
[AGENT][NEUTRAL] I can verify benefits. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Um, my name is [PII]. The policy number is 02403458 M as in Mary, L8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] I
[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. Outpatient calendar year allows 1500.
[AGENT][NEUTRAL] What other information can I provide for you today?
[CUSTOMER][NEUTRAL] Is that the maximum or the remaining amount?
[AGENT][NEUTRAL] That is the maximum allowed per calendar year. She has used $650 towards that $1500 max.
[CUSTOMER][NEUTRAL] OK, so 650 is used, and can I get a reference number for today's call?
[AGENT][NEUTRAL] Yes, it will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much, [PII] you have a nice day.
[AGENT][POSITIVE] [PII], you're so welcome, and thank you for calling American Public Life. Have a great day. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.