AccountId: 011433970860
ContactId: 3a248d1d-2b3f-4ab1-9a96-41c0fe394c41
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151240 ms
Total Talk Time (AGENT): 70322 ms
Total Talk Time (CUSTOMER): 47039 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/3a248d1d-2b3f-4ab1-9a96-41c0fe394c41_20250422T20:34_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling from Cory Gable Surgery Center. My name is [PII]. I'm calling to verify eligibility and benefits of a patient.
[AGENT][NEUTRAL] [PII], I can verify benefits and eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Um, I have 60801.
[AGENT][NEUTRAL] That is our payer ID.
[CUSTOMER][NEUTRAL] Oh, I just called the patient and they just gave me that. Is there a way you can look it up by date of birth and patient's name?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, may I have the first and last name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Can you spell that, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And date of birth.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now, would she be the policy holder?
[CUSTOMER][NEUTRAL] No, I'm calling from the um facility.
[AGENT][NEUTRAL] Will I be the policy holder? Is she the subscriber to the policy?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Oh, OK, one moment.
[AGENT][NEUTRAL] [PII], thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. So I located her in our system. Her policy number will be 02554347.
[AGENT][NEGATIVE] And it looks like this plan turned on [PII] and I show no active policy on file.
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] You're so welcome. Is there anything?
[CUSTOMER][NEUTRAL] Can I have a reference number for the call?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII]. Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Alright thank you so much.
[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.