AccountId: 011433970860
ContactId: 4c50c0b9-433c-446c-850c-6eaaf952f3f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138460 ms
Total Talk Time (AGENT): 62332 ms
Total Talk Time (CUSTOMER): 52518 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/4c50c0b9-433c-446c-850c-6eaaf952f3f5_20250618T16:16_UTC.wav
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[AGENT][NEUTRAL] This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, yes, good day. I'm calling from a hospital. I just wanted to check eligibility for a member, please.
[AGENT][POSITIVE] Sure, can I have your name and a callback number and I'll be able to assist you.
[CUSTOMER][NEUTRAL] My name is [PII], callback number is [PII].
[AGENT][NEUTRAL] [PII], what is the policy number of the member that you're calling to verify benefits for today?
[CUSTOMER][NEUTRAL] Sure, the policy number that I have is 022164.
[CUSTOMER][NEUTRAL] 85 ML 8.
[AGENT][NEUTRAL] Could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] [PII], you're calling to verify benefits and eligibility. This policy has been active since [PII] and it's currently active. The member has inpatient benefits of $1000 per calendar year and $200 per calendar day for outpatient services, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK, so sorry, you said $400 for outpatient?
[AGENT][NEUTRAL] $200 per calendar day for outpatient services.
[CUSTOMER][NEUTRAL] OK, um, has the patient met any of that?
[AGENT][NEUTRAL] This $200 per calendar day like each day of the week, Monday, Tuesday, Wednesday per day.
[CUSTOMER][NEUTRAL] Mm, OK, that's weird never heard it like that. um, can I have a reference number for the phone call please?
[AGENT][NEUTRAL] We have a lot of policies here at American Public Life.
[AGENT][NEUTRAL] We don't provide reference numbers, however, you can use my name and today's date as a reference. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Your name please?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] How do you spell that, please?
[AGENT][NEUTRAL] It is [PII], and today's date is [PII].
[CUSTOMER][POSITIVE] Thanks love you should definitely work on that customer service thank you.
[AGENT][POSITIVE] Thanks for calling