AccountId: 011433970860
ContactId: fc0da0f6-b8f2-4a5d-a41d-cc2c07bc5d7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151509 ms
Total Talk Time (AGENT): 40666 ms
Total Talk Time (CUSTOMER): 50707 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/fc0da0f6-b8f2-4a5d-a41d-cc2c07bc5d7d_20250415T17:09_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] Thank you, my name is [PII]. I'm calling from the doctor's office. I need to check benefit and eligibility for a specialist office visit, um, for procedures on an office setting, please.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] 02061384.
[CUSTOMER][NEUTRAL] Uh, [PII] 12062.
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy you're calling in for benefits and eligibility. I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And for this policy, it is showing that they don't have any office visits or procedure benefits.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh, it was for hospital?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] For hospital, can you spell your name for me please?
[AGENT][NEUTRAL] Yes, it is spelled [PII] with the last initial of [PII] in today's date as the call reference.
[CUSTOMER][POSITIVE] Uh, [PII] OK, thank you so much for your help. I appreciate it.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.