AccountId: 011433970860
ContactId: 5f9f84d3-21e9-4e56-b9aa-59331fa28fc6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100120 ms
Total Talk Time (AGENT): 45598 ms
Total Talk Time (CUSTOMER): 35646 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/5f9f84d3-21e9-4e56-b9aa-59331fa28fc6_20250623T15:21_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] Good morning. My name is [PII]. I'm calling from a facility calling to verify that the policy is active in a max um coverage for an inpatient.
[AGENT][NEUTRAL] I can verify benefits and eligibility, [PII], may I have a policy number?
[CUSTOMER][NEUTRAL] Um, it's 02497609 ML 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised the verification of coverage does not guarantee the payment of a claim. This plan is effective [PII] and it is active.
[AGENT][NEUTRAL] And for those benefits?
[AGENT][NEUTRAL] Inpatient calendar year allows 7900.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's still remaining?
[AGENT][NEUTRAL] One moment I'll pull it up.
[AGENT][NEUTRAL] Yes, those benefits are still available.
[CUSTOMER][POSITIVE] Perfect thank you very much have a great day.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Take care bye bye.