AccountId: 011433970860
ContactId: 7be4130f-0e26-4f9a-8144-af60cfd70254
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101699 ms
Total Talk Time (AGENT): 54628 ms
Total Talk Time (CUSTOMER): 34821 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/7be4130f-0e26-4f9a-8144-af60cfd70254_20250624T22:00_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good afternoon. I'd like to verify a patient's insurance, please, that I have at the emergency room.
[AGENT][NEUTRAL] I can help with eligibility and the who am I speaking please?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]
[AGENT][NEUTRAL] [PII], thank you. And what is that, uh, policy number that we're looking at today, please?
[CUSTOMER][NEUTRAL] So his policy number is 02636871.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] His name is [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have you in the in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Um, I don't have one directly.
[AGENT][NEUTRAL] OK. Um, the policy went into effect on [PII]. It is active.
[AGENT][NEUTRAL] The policy has both in and out of hospital benefits for the for the ER, we will pick up the deductible, co-payment or co-insurance up to $4500 per calendar year. That's just a verification of the benefits, not a guarantee of payment, and what you would do is you would file through the major medical first and then to us. Is there anything else I can tell you about the secondary gap insurance?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's it. Um, and then also if you can tell me your name and if you have like a reference number for the call, please.
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We'll use that today's date as our as our um reference.
[CUSTOMER][POSITIVE] OK. All right, thank you so much, [PII].
[AGENT][POSITIVE] OK, thanks for contacting API.