AccountId: 011433970860
ContactId: 3a1e4d64-5039-4c6f-9fb6-aa720a1714e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175820 ms
Total Talk Time (AGENT): 77566 ms
Total Talk Time (CUSTOMER): 43806 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/3a1e4d64-5039-4c6f-9fb6-aa720a1714e4_20250430T19:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[AGENT][POSITIVE] Good afternoon. Thank you for calling.
[CUSTOMER][NEUTRAL] Hi, my name is [PII].
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and my last name initial is [PII]
[AGENT][NEUTRAL] [PII], how can I help you?
[CUSTOMER][NEUTRAL] And I'm calling for eligibility to admit.
[CUSTOMER][NEUTRAL] I'm calling for eligibility and benefits for the patient.
[AGENT][NEUTRAL] I can verify eligibility and benefits. [PII], may I have a policy number?
[CUSTOMER][NEUTRAL] So, the policy number starts with 023.
[CUSTOMER][NEUTRAL] 00681.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] So the callback number is?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], and 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. This plan is effective [PII] and it is active. Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] I need physical therapy benefit.
[AGENT][NEUTRAL] Outpatient calendar year allows $1000.
[AGENT][NEUTRAL] This plan will pick up the copays, the co-insurance, and or deductibles up to the benefit amount.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] No benefits have been applied.
[CUSTOMER][NEUTRAL] So this plan cost.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] So, so.
[CUSTOMER][NEUTRAL] Patient does not have any responsibility such as for coincidence.
[AGENT][NEUTRAL] This plan is their secondary. It will pick up his co-pays, co-insurance, and or deductibles up to the 1000.
[CUSTOMER][NEUTRAL] Can I have the plant?
[AGENT][NEUTRAL] It's Medlink.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can I have the call reference and your name, please?
[AGENT][NEUTRAL] The call reference will be my name, which is [PII] [PII] along with today's date.
[AGENT][NEUTRAL] Is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, that's [PII]. Thank you for the assistance and have a rest day.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.