AccountId: 011433970860
ContactId: 02a88a86-b644-4be0-bf84-994184b70355
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121519 ms
Total Talk Time (AGENT): 60663 ms
Total Talk Time (CUSTOMER): 86203 ms
Interruptions: 5
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/02a88a86-b644-4be0-bf84-994184b70355_20250619T13:38_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII] calling from Memorial Hospital West. Just need to verify patients eligibility, please.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Could I get the policy number you're calling on?
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] Mhm 02203926 ML 7.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying his policy and you said you are calling for benefits today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Correct eligibility mhm.
[AGENT][NEUTRAL] Is eligibility. OK, please be advised verifying benefits does not guarantee payment. I show the policy effective since [PII]. It is still active. Are you needing outpatient benefits?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] we had.
[CUSTOMER][POSITIVE] Perfect. Yes, uh-huh.
[AGENT][NEUTRAL] OK, I show, uh, this policy pays up to $6000 a calendar year. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, that's it. Do you have a reference number or anything?
[AGENT][NEUTRAL] To reference our call you'll use.
[CUSTOMER][NEUTRAL] And does he need an authorization?
[AGENT][NEUTRAL] Authorizations are not required.
[CUSTOMER][NEUTRAL] For a secondary.
[CUSTOMER][NEUTRAL] Not required for inpatient either.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, alright, good. OK.
[AGENT][NEUTRAL] And to reference our call you'll use my name and today's date.
[CUSTOMER][NEUTRAL] I'm sorry, mhm.
[CUSTOMER][NEUTRAL] OK, [PII] and is it [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK. [PII] you said? I, OK, sorry about that.
[AGENT][NEUTRAL] I A.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] And your last initial?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you so much I appreciate your help.
[AGENT][POSITIVE] You're welcome. You have a wonderful day. Thank you for calling APL.
[CUSTOMER][POSITIVE] Have a great day. You too, my dear. Take care. Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.