AccountId: 011433970860
ContactId: 79fa7ce5-1046-48b0-b0c8-12138a10c78c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140809 ms
Total Talk Time (AGENT): 53539 ms
Total Talk Time (CUSTOMER): 66854 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/79fa7ce5-1046-48b0-b0c8-12138a10c78c_20250318T12:26_UTC.wav
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[AGENT][NEUTRAL] calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Nicola Sturgeon's Hospital. Um, I have a patient who has, uh, this has a gap insurance, uh, American Public Life, and I just wanted to verify, um, benefits.
[AGENT][NEUTRAL] I can verify benefits. May I have a policy number?
[CUSTOMER][NEUTRAL] OK, um, policy number is.
[CUSTOMER][NEUTRAL] 02464251 M08.
[AGENT][NEUTRAL] 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] date of birth [PII].
[AGENT][POSITIVE] Thank you for verifying that.
[CUSTOMER][NEUTRAL] Um, can I have your name? Yeah, can I have your name once again?
[AGENT][NEUTRAL] [PII]. Last initial is [PII]
[CUSTOMER][NEUTRAL] the insurance.
[CUSTOMER][POSITIVE] Thank you, [PII]
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Um, hospital outpatient.
[AGENT][NEUTRAL] Outpatient per calendar day allows 1500.
[CUSTOMER][NEUTRAL] And has anything been met yet?
[AGENT][NEUTRAL] It's per calendar day. So each day.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So at the time, um, they have nothing for today as far as um.
[CUSTOMER][NEUTRAL] You can see correct?
[AGENT][POSITIVE] That is correct. No claims for today have been processed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um, and, uh, I.
[CUSTOMER][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, and can I have a call reference number?
[AGENT][NEUTRAL] Yes, 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] Mm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] No, that'll be all thank you very much, [PII] do have a great rest of your day.
[AGENT][NEUTRAL] You
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Bye.