AccountId: 011433970860
ContactId: 354e4d50-7936-4d22-afb3-30c1d0dd6b1e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148330 ms
Total Talk Time (AGENT): 71347 ms
Total Talk Time (CUSTOMER): 62303 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/354e4d50-7936-4d22-afb3-30c1d0dd6b1e_20250403T13:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name's [PII]. I'm calling from Memorial Healthcare System. How are you today?
[AGENT][POSITIVE] I'm great, [PII]. How are you?
[CUSTOMER][POSITIVE] Very good, thank you. I'm calling to verify eligibility and benefits for a patient that's coming to our outpatient center.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have your policy number?
[CUSTOMER][NEUTRAL] Hopefully it's the right one. It says 02451625 and M like Mary, L like Lima, and the number 7.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, it is [PII]. That's our direct line. Sorry, I apologize I'm struggling to use my voice today.
[AGENT][NEUTRAL] Thank you, no worries. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII]. Her date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. So the active policy number is 02.
[CUSTOMER][POSITIVE] You're Welcome.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] 552-437.
[AGENT][POSITIVE] This plan is effective [PII] and it is active.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And which benefit can I provide for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She's coming for an outpatient mammogram and breast ultrasound.
[AGENT][NEUTRAL] OK, so outpatient per calendar day allows $3000.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And has she, are you able to tell if she's used that amount or not?
[AGENT][NEUTRAL] It's per calendar day, so each day she's allowed that 3000.
[CUSTOMER][NEUTRAL] Oh, OK. I, I thought it was per calendar year, sorry. Perfect. OK. And is there any reference number I would use for our call today?
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No thank you so much you've been wonderful you have a wonderful day.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.