AccountId: 011433970860
ContactId: 115462db-c044-4449-9c5e-723cb54b70bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158039 ms
Total Talk Time (AGENT): 64320 ms
Total Talk Time (CUSTOMER): 51115 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/115462db-c044-4449-9c5e-723cb54b70bf_20250612T13:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Thank you. Uh, my name is uh [PII] from hospital. Uh, I need to verify your eligibility benefit for patient, please.
[AGENT][NEUTRAL] I'm sorry, [PII], I can barely hear you.
[CUSTOMER][NEUTRAL] I need to verify the.
[AGENT][NEUTRAL] I can verify eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 171858 M as in
[CUSTOMER][NEUTRAL] Barry 8.
[AGENT][NEUTRAL] 171858
[AGENT][NEUTRAL] Can you please repeat the policy number? I can barely hear you.
[CUSTOMER][NEUTRAL] 01871858 ML 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you for verifying that information. This plan is effective for [PII] and it is active.
[CUSTOMER][NEUTRAL] Uh-huh. I need to verify how much the patient has per year for an outpatient hospital and how much has been used, please.
[AGENT][NEUTRAL] Please be advised that verification of coverage does not guarantee the payment of a claim. Outpatient calendar year allows $3000.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] $270 has been applied so far for [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Perfect. Thank you. Can you give me please the reference number for this call?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's all. Thank you very much. You have a
[AGENT][POSITIVE] You're so welcome. And thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you, bye.