AccountId: 011433970860
ContactId: 1f603341-177a-4640-a4df-fc839783aa42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145820 ms
Total Talk Time (AGENT): 72966 ms
Total Talk Time (CUSTOMER): 55459 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/1f603341-177a-4640-a4df-fc839783aa42_20250221T19:36_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] Hello [PII]. Good afternoon. This is [PII]. I'm calling from Niclo Students Hialea Outpatient Center in regards to a patient that we just had. Uh, I just want to verify her gap insurance. Can you help me with that please?
[AGENT][NEUTRAL] OK. I sure can. Can I get a callback number for you?
[CUSTOMER][NEUTRAL] Sure, it's gonna be [PII].
[AGENT][NEUTRAL] Thank you. And [PII], what is the policy number?
[CUSTOMER][NEUTRAL] So I have here the policy number. I don't know if this is the correct one is 01446132.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you are calling to verify the benefits for the policy?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Oh, and what type of service was she, uh, seen for today?
[CUSTOMER][NEUTRAL] Urgent care.
[AGENT][NEUTRAL] Urgent care, OK, please be advised verifying benefits is not guaranteed. Payment. Um, I show the policy has been effective since [PII]. It is still active.
[AGENT][NEUTRAL] For urgent care that is covered under her outpatient benefit, which pays, let's see.
[AGENT][NEUTRAL] Up to $9000 a calendar year. I show the full amount is available at this time. Uh, and let me provide you with their updated policy number.
[CUSTOMER][POSITIVE] OK, please thank you.
[AGENT][NEUTRAL] It is 0254.
[CUSTOMER][NEUTRAL] Hello
[AGENT][NEUTRAL] 9559.
[CUSTOMER][NEUTRAL] OK, let me just double check it's gonna be 02549559, is that correct?
[AGENT][POSITIVE] That is correct, yes, sir.
[CUSTOMER][POSITIVE] Thank you so much. One last thing, can I have a reference number so I can put it on my notes?
[AGENT][NEUTRAL] Yes, sir, to reference our call, you'll use my name [PII] and today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much I really appreciate it.
[AGENT][POSITIVE] You're welcome. You have a wonderful weekend. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you likewise bye bye.
[AGENT][NEUTRAL] Bye bye.