AccountId: 011433970860
ContactId: 6b4a0738-ab15-44e8-91b5-38317a4f955d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125910 ms
Total Talk Time (AGENT): 58037 ms
Total Talk Time (CUSTOMER): 51690 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/6b4a0738-ab15-44e8-91b5-38317a4f955d_20250418T14:54_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Nicholas Children's Hospital. I have a patient that has this gap insurance, and I need to verify their eligibility.
[AGENT][NEUTRAL] OK, I can help you with that. Can I get your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and number is [PII].
[AGENT][NEUTRAL] Thank you. And the policy number you're calling on?
[CUSTOMER][NEUTRAL] 0226049.
[CUSTOMER][NEUTRAL] 1 ML 7.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me get that policy number one more time. It's bringing up a different policy.
[CUSTOMER][NEUTRAL] 02260491 M as in Mike L as in Lima 7
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the date of birth one more time.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 126
[AGENT][NEUTRAL] OK, and you are calling for eligibility today?
[CUSTOMER][NEUTRAL] Correct, and I'm sorry, can I have your name again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And I show his policy has been effective since [PII]. It is still active. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yes, uh, um, what is their yearly benefit and has any of it been met?
[AGENT][NEUTRAL] Please be advised verifying benefits is my guarantee payment. Is this for outpatient or inpatient?
[CUSTOMER][NEUTRAL] Outpatient
[AGENT][NEUTRAL] Outpatient maximum for the calendar year is $6350. I show the full amount is available for [PII].
[CUSTOMER][POSITIVE] OK, got it, thank you.
[AGENT][POSITIVE] You have a wonderful weekend. Thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] You too bye.
[CUSTOMER][NEUTRAL] You too bye.