AccountId: 011433970860
ContactId: 4fbdf0ce-0608-4b24-8f59-970699c23597
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144300 ms
Total Talk Time (AGENT): 55483 ms
Total Talk Time (CUSTOMER): 63785 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/4fbdf0ce-0608-4b24-8f59-970699c23597_20250205T21:23_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], I'm calling from uh Baptist Hospital. I'm calling to verify a gap insurance that we have here on file for a couple of days ago.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can take a look at that for you. Could I get your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. A callback number is under [PII]. My extension is [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the policy number, [PII]?
[CUSTOMER][NEUTRAL] And the policy number we have here is under 02337110 M as in Mary, L as in Lake 8.
[AGENT][NEUTRAL] OK. Patient's name and date of birth?
[CUSTOMER][NEUTRAL] First name is um [PII] Last name [PII]
[AGENT][POSITIVE] OK, thank you so much for verifying the policy. Are you calling for eligibility and benefits or just eligibility?
[CUSTOMER][NEUTRAL] Um, eligibility and benefits please.
[AGENT][NEUTRAL] And is this for outpatient or inpatient?
[CUSTOMER][NEUTRAL] Uh, urgent care and um outpatient.
[AGENT][NEUTRAL] OK, please be advised verifying benefits is not guaranteed payment. The policy has been effective since [PII]. It is still active for urgent care that is covered under the outpatient and it pays up to $1000 a calendar year. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, no, that'll be all. Um, is it by chance a reference number?
[AGENT][NEUTRAL] Yes, to reference our call, you'll use my name and today's date.
[CUSTOMER][NEUTRAL] Or a
[CUSTOMER][NEUTRAL] Alright, and what was your name one more time?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Alright, and today's date.
[CUSTOMER][POSITIVE] Alright, thank you very much, ma'am. I greatly appreciate your help.
[AGENT][POSITIVE] You're welcome. You have a wonderful day. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] You as well.
[CUSTOMER][NEUTRAL] Bye bye.