AccountId: 011433970860
ContactId: 746408be-559c-47b8-b5d6-4720d3ede11f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143500 ms
Total Talk Time (AGENT): 61340 ms
Total Talk Time (CUSTOMER): 48357 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/746408be-559c-47b8-b5d6-4720d3ede11f_20250219T18:48_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Paa Patient Services, and I was calling to
[CUSTOMER][NEUTRAL] Uh, sorry, get benefits and eligibility on a patient.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, the
[CUSTOMER][NEUTRAL] Policy number I'm calling is 02141792 M as in Mary, L as in Larry, the number 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] This is gonna be on [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. This plan is effective [PII] and it is active.
[AGENT][NEUTRAL] Outpatient calendar year allows 7900.
[CUSTOMER][NEUTRAL] Yes, and how much does she have available?
[AGENT][NEUTRAL] One moment.
[AGENT][NEGATIVE] No benefits have been applied for [PII].
[CUSTOMER][NEUTRAL] Is she the policy holder?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, so can I get a reference number for our call?
[AGENT][NEUTRAL] It 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][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes, one last question, uh, does she have a group number?
[AGENT][NEUTRAL] Yes, let me pull that up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 15493.
[CUSTOMER][POSITIVE] Wonderful. Thank you so much. You've been very helpful. I really appreciate your help.
[AGENT][POSITIVE] You're so welcome, [PII]. Thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too bye