AccountId: 011433970860
ContactId: 389c7f07-a469-4fd9-aa79-55239caeec90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116319 ms
Total Talk Time (AGENT): 51902 ms
Total Talk Time (CUSTOMER): 40327 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/389c7f07-a469-4fd9-aa79-55239caeec90_20250326T19:00_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], I was calling to get some help with verifying eligibility for a patient.
[AGENT][NEUTRAL] I can verify eligibility. May I have your name and a policy number?
[CUSTOMER][NEUTRAL] [PII] last initial [PII] policy number shows uh.
[CUSTOMER][NEUTRAL] 024500099.
[AGENT][NEUTRAL] May I have a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And that is too many numbers. Let's see, what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mm let's see.
[CUSTOMER][NEUTRAL] Uh, we have [PII], I'm sorry, [PII].
[CUSTOMER][NEUTRAL] With a Z and 9162.
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. And which benefit can I give you today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Medical, uh, urgent care.
[AGENT][NEUTRAL] So outpatient per calendar date allows 7.
[CUSTOMER][NEUTRAL] Yeah. Outpatient? oh OK sorry.
[AGENT][NEUTRAL] Yes, ma'am. It allows $750.
[AGENT][NEUTRAL] Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] No, that'll be all, just a reference for the call.
[AGENT][NEUTRAL] It will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Alrighty, [PII], thanks so much for your help you have a great day and stay safe.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. You too, bye bye.