AccountId: 011433970860
ContactId: 28c53834-49a5-40f1-8f94-b80ed49663ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137600 ms
Total Talk Time (AGENT): 64724 ms
Total Talk Time (CUSTOMER): 37693 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/28c53834-49a5-40f1-8f94-b80ed49663ab_20250523T14:01_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, my name is [PII]. I'm calling from South Miami Hospital for a patient that we have here that has American Public Life.
[AGENT][NEUTRAL] OK, you said your name is [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and may I please have a callback number?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Yes, hold on.
[CUSTOMER][NEUTRAL] Policy number is 02509836.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII] and her date of birth is [PII].
[AGENT][POSITIVE] And thank you so much for your for verifying your policy. How may I assist you on this number?
[CUSTOMER][NEUTRAL] Hey I just wanted to know the benefits and eligibility.
[AGENT][NEUTRAL] Is this for outpatient inpatient office setting?
[CUSTOMER][NEUTRAL] Um, it was for the ER.
[AGENT][POSITIVE] OK, I can assist you with that. I'm pulling that up for you now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What was your name?
[AGENT][NEUTRAL] It is [PII] that is spelled [PII] with the last [PII] and today's date as the call reference.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And verification of coverage does not guarantee the payment of the claim. For outpatient, the member has up to $8700 per calendar year that will go towards the primary insurance deductible, co-insurance, or co-pay. This policy is for sickness and injury only. It will not cover any preventative or wellness. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] No, that's it thank you so much [PII].
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.