AccountId: 011433970860
ContactId: 2782ed0a-ce1d-48c7-a3d0-1cefbcdd71b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126540 ms
Total Talk Time (AGENT): 45729 ms
Total Talk Time (CUSTOMER): 43710 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/2782ed0a-ce1d-48c7-a3d0-1cefbcdd71b5_20250123T18:59_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] Yes, ma'am. I'm calling on behalf of Homestead Hospital to verify member eligibility and benefits for an emergency room visit with us.
[AGENT][NEUTRAL] May I have your name and then a callback number?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII], and my call back number [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Policy number 01670018.
[CUSTOMER][NEUTRAL] M as in Michael, L as in Lima, and the number 8.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], and it looks like his date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And thank you so much, [PII] for verifying the policy. You're calling in for outpatient benefits. I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And verification of coverage does not guarantee the payment of the claim. For outpatient, the member does have up to $6800 per calendar year. But for the emergency room visit, if it's due to sickness, the member does have a $100 deductible that would be due.
[CUSTOMER][NEUTRAL] Very well and uh let's see, do you provide call reference numbers?
[AGENT][NEUTRAL] The call reference would be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] All right, thank you for your time today.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] Good day.
[AGENT][NEUTRAL] OK