AccountId: 011433970860
ContactId: 2853cbbb-2502-4ef9-b744-146eaf941750
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178500 ms
Total Talk Time (AGENT): 95594 ms
Total Talk Time (CUSTOMER): 42224 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/2853cbbb-2502-4ef9-b744-146eaf941750_20250326T15:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Lis. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling for a verification of eligibility and benefits for my patient.
[AGENT][NEUTRAL] OK, I can help you with that. Can I get your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] 02174927.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] um [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the policy. And you did say you were calling for benefits and eligibility, um.
[AGENT][NEUTRAL] Let me get that. OK, I show this policy has been effective, uh, since [PII]. It is still active. And, uh, would you like me to fax over a copy of their benefits?
[CUSTOMER][NEUTRAL] Yes ma'am, and then can you let me know the remaining benefits and deductible?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Let's see, so I show that this policy has a $500 calendar year maximum, um, and I show that there is a $50 deductible, uh, at this time for [PII], the maximum amount is available and the $500 deductible has not been met.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let's see, hold one moment, let me get this information put in and I can.
[AGENT][NEUTRAL] Send this right over to you.
[AGENT][NEUTRAL] And will I be sending uh this to your attention?
[CUSTOMER][NEUTRAL] To my what? I'm sorry?
[AGENT][NEUTRAL] To your attention, am I faxing it to your attention?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And could you spell your name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the fax number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. I have [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, it is on its way. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Um, no, that was all, thank you so much.
[AGENT][POSITIVE] You're welcome [PII]. You have a wonderful day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.