AccountId: 011433970860
ContactId: fafd9287-157b-4015-8c44-7e88245b1c0f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104510 ms
Total Talk Time (AGENT): 28062 ms
Total Talk Time (CUSTOMER): 45341 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/fafd9287-157b-4015-8c44-7e88245b1c0f_20250529T15:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hello, I'm calling from Doctor [PII]'s office, and I need to go over benefits on a patient, please.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII] and the callback number is [PII].
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] 021-91118 ML 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] GD [PII], that's [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Welcome.
[AGENT][NEUTRAL] And you were calling for benefits for this member?
[CUSTOMER][NEUTRAL] Yes, yes, this is a gap plan. I need to know if this gap plan covers procedures that are rented in the office if we um.
[CUSTOMER][NEUTRAL] So she has a deductible with her primary, I need to know if this gap plan will cover any procedures rendered in the doctor's office.
[AGENT][NEUTRAL] OK, so pulling up this policy, it is no longer active. It is showing that the term date is.
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Alrighty, [PII] of me good note of that. OK, thank you, bye bye.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day, [PII]. Bye bye.
[CUSTOMER][POSITIVE] You're welcome bye bye you too.