AccountId: 011433970860
ContactId: 0d9bd8a0-8468-4fd7-b470-94753bc91968
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195169 ms
Total Talk Time (AGENT): 90267 ms
Total Talk Time (CUSTOMER): 72122 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/0d9bd8a0-8468-4fd7-b470-94753bc91968_20250618T12:49_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, excuse me. Good morning. My name is [PII]. I'm calling from Deray Medical Center calling to get um benefits on a patient.
[AGENT][POSITIVE] Sure [PII], I can assist you with that. Can I have a callback number for you and that policy number? Oh my god.
[CUSTOMER][NEUTRAL] Yes. My callback number is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 021.
[CUSTOMER][NEUTRAL] 4579.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] You were
[AGENT][NEUTRAL] OK, so that's not enough numbers, [PII], could you verify the correction of that policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 021.
[CUSTOMER][NEUTRAL] 457.
[CUSTOMER][NEUTRAL] 93
[CUSTOMER][NEUTRAL] M L
[CUSTOMER][NEUTRAL] 8.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you [PII] and you're calling to verify benefits and eligibility for what place of service?
[CUSTOMER][NEUTRAL] Outpatient hospital.
[AGENT][NEUTRAL] This member's policy has outpatient benefits of $500 per calendar day, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage. This policy has been active since [PII] and is currently active.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] And now this is
[CUSTOMER][NEUTRAL] Uh-huh. This is her secondary policy, so, um, any author
[AGENT][NEUTRAL] Yes, this is the gap insurance.
[CUSTOMER][NEUTRAL] It's Gap.
[AGENT][POSITIVE] Mhm, yes, that's correct.
[CUSTOMER][NEUTRAL] Any author required?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh, no loss. And may I have a claims address?
[AGENT][NEUTRAL] The claims address will be addressed to American public life.
[AGENT][NEUTRAL] PO Box 248,950. That's PO Box 248,950.
[AGENT][NEUTRAL] Oklahoma City, Oklahoma 73124.
[CUSTOMER][NEUTRAL] 3124 and it's called American.
[AGENT][NEUTRAL] American public life.
[CUSTOMER][NEUTRAL] Public.
[CUSTOMER][NEUTRAL] And may I have a call reference number and the um first initial of your last name?
[AGENT][NEUTRAL] We don't provide those, but you can use my name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We don't we do not supply reference numbers unfortunately. However, you can use my name and today's date as a reference. My name is [PII]. The first initial of my last name is [PII], [PII], and today's date is a reference, and can I have the first initial of your last name?
[CUSTOMER][NEUTRAL] What, may I have the first
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Of course it's [PII].
[AGENT][NEUTRAL] Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] No, but I appreciate your help. Thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL and have a great day, [PII].
[CUSTOMER][NEUTRAL] You too. Bye-bye.