AccountId: 011433970860
ContactId: 11f2e297-390c-40e8-a061-97989a279cf4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112589 ms
Total Talk Time (AGENT): 47341 ms
Total Talk Time (CUSTOMER): 40749 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/11f2e297-390c-40e8-a061-97989a279cf4_20250213T16:31_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, I'm calling on behalf of Homestead Hospital to verify member eligibility and benefits for an ER visit with us.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] My name is [PII]. initial to my last name is [PII], and the policy number is 016118.
[CUSTOMER][NEUTRAL] 95 M as in Michael, L as in Lima, and the number 7.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised the verification of coverage does not guarantee the payment of a claim. This plan is effective [PII] and it is active. Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Emergency room?
[AGENT][NEUTRAL] Outpatient calendar year allows 1500.
[AGENT][NEUTRAL] This plan will pick up the copays, the co-insurance, and our deductibles.
[CUSTOMER][POSITIVE] Alrighty
[CUSTOMER][NEUTRAL] And do you provide an online website to verify eligibility?
[AGENT][NEUTRAL] Um, no, we do not, not for eligibility.
[CUSTOMER][POSITIVE] Alrighty thank you for your time today.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye.