AccountId: 011433970860
ContactId: 46a9c284-01a0-4072-b961-ac5b34291869
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161820 ms
Total Talk Time (AGENT): 55359 ms
Total Talk Time (CUSTOMER): 94627 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/46a9c284-01a0-4072-b961-ac5b34291869_20250103T19:10_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] Hello, [PII]. My name is [PII] and I am calling from Bethesda Hospital. I just, my, this patient just um
[CUSTOMER][NEUTRAL] Gave me that told me that she has a secondary insurance. So I'm trying to see her eligibility, um.
[CUSTOMER][NEUTRAL] Oh with your company.
[AGENT][NEUTRAL] OK, I can verify eligibility. May I have a policy number, [PII]?
[CUSTOMER][NEUTRAL] She gave me 01299855 Mary Lima 7.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, last name is [PII], first name is [PII], and her date of birth is [PII].
[AGENT][POSITIVE] Thank you for verifying that information. This plan is it's effective [PII] and it is active.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] All right, as a secondary, OK, so where do we send the um claim?
[AGENT][NEUTRAL] The claim goes to [PII].
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 73124-8950.
[CUSTOMER][NEUTRAL] 50. Um
[CUSTOMER][NEGATIVE] Oh my God, my, my brain is just not working. You could tell it's Friday. Um, effective [PII], yeah, you can tell it's Friday. I can't wait to get out of here today. American Public Life, uh, she gave me the group number that. And is this considered a PPO or an HMO or what is it considered?
[AGENT][NEUTRAL] There's no network that can utilize any provider.
[CUSTOMER][NEUTRAL] Plan.
[CUSTOMER][NEUTRAL] OK, OK. All right. All right, [PII], if I can get the first initial of your last and a reference number for this call.
[AGENT][NEUTRAL] Yes, it will be W along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That was it. I thank you very much for your time and I hope you have a great weekend.
[AGENT][POSITIVE] You are so welcome and thank you for calling American Public Life, [PII]. Have a great weekend. Bye-bye.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You too, honey. Bye-bye.