AccountId: 011433970860
ContactId: 5db4e3e4-3333-45f8-88c4-cb50a3da7b2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136880 ms
Total Talk Time (AGENT): 56421 ms
Total Talk Time (CUSTOMER): 59096 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/5db4e3e4-3333-45f8-88c4-cb50a3da7b2f_20250623T17:04_UTC.wav
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[AGENT][POSITIVE] And thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII] calling from Memorial Regional Hospital. I was just calling to check um eligibility and benefits for a patient.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, it's going to be 02638179 ML 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] It's gonna be direct line [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] [PII], thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim.
[AGENT][NEUTRAL] This plan is effective [PII] and it is active. Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Thank you. It's gonna be for a CT. Do you need the CPT code?
[AGENT][NEUTRAL] Uh, no, ma'am. Outpatient per calendar date allows 1500.
[CUSTOMER][NEUTRAL] OK, that's per calendar date, correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Alright, perfect. Um, and since it's a gap insurance, they follow whatever the primary is, um, so no author, so if she needs authorization, we'll just be through the primary, correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Perfect. Thank you so much, [PII]. And can I also please get your last name, initial, and a reference number for the call?
[AGENT][NEUTRAL] Yes, the reference will be my name, which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Uh, no, that would be all. Thank you so much.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.