AccountId: 011433970860
ContactId: 20340c2a-6d35-463e-b439-800089f21d26
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111069 ms
Total Talk Time (AGENT): 43295 ms
Total Talk Time (CUSTOMER): 42448 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/20340c2a-6d35-463e-b439-800089f21d26_20250203T22:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, my name is [PII]. I'm calling from Baptist Hospital inquiring about the eligibility of one of our patients.
[AGENT][NEUTRAL] May I have a callback number and then the policy number?
[CUSTOMER][NEUTRAL] Yes, the callback number is [PII].
[CUSTOMER][NEUTRAL] And then the policy number is 2175427.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And thank you so much [PII] for verifying the policy. You're calling in for eligibility. It does show that the policy is currently active. The effective date is [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, is it still the amount 500 per day?
[AGENT][NEUTRAL] Just for inpatient outpatient.
[CUSTOMER][NEUTRAL] For outpatient please.
[AGENT][NEUTRAL] Let me pull that up for you.
[AGENT][NEUTRAL] And in regards to the benefits, verification of coverage does not guarantee the payment of the claim. It does show that the member has up to $500 per calendar day.
[CUSTOMER][POSITIVE] Awesome thank you um may I just have the first initial of your last name then?
[AGENT][NEUTRAL] First initial would be [PII]
[CUSTOMER][POSITIVE] Alright, well thank you so much for your help, [PII].
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.