AccountId: 011433970860
ContactId: 4be48985-ec15-4b2a-91ac-e8e65bdc99c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110480 ms
Total Talk Time (AGENT): 48467 ms
Total Talk Time (CUSTOMER): 53018 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/4be48985-ec15-4b2a-91ac-e8e65bdc99c8_20250313T12:46_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]. My name is [PII]. I'm calling from Jackson West Medical Center and I'm calling to verify an um a patient.
[AGENT][NEUTRAL] I can verify eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, I, oh, that was the back of the card. I have, oh, is that the group number or the benefit cert number?
[AGENT][NEUTRAL] It should say inpatient or outpatient cert number.
[CUSTOMER][NEUTRAL] OK, I got it. 02144511 M as in Mary, L as in Lima 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Pa, patient's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][POSITIVE] Perfect. And how much is the outpatient benefit?
[AGENT][NEUTRAL] Please be advised that verification of coverage does not guarantee the payment of a claim. Outpatient calendar year allows $1250.
[CUSTOMER][NEUTRAL] And has anything been met?
[AGENT][NEUTRAL] One moment, I'll get that pulled up.
[AGENT][NEGATIVE] No benefits have been applied for [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much, [PII]. I do appreciate your time.
[AGENT][POSITIVE] You are so welcome. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Nope, that was everything for today. Thanks again.
[AGENT][POSITIVE] [PII], thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Likewise, darling, bye.