AccountId: 011433970860
ContactId: 7c4adeb3-8498-4563-af2a-91899702ad85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167869 ms
Total Talk Time (AGENT): 78785 ms
Total Talk Time (CUSTOMER): 45848 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/7c4adeb3-8498-4563-af2a-91899702ad85_20250312T18:32_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm needing to get benefits and eligibility for patient please.
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And is this for service in a doctor's office?
[CUSTOMER][NEUTRAL] It is for a hospital stay inpatient.
[AGENT][NEUTRAL] OK, inpatient, OK, what's the policy number?
[CUSTOMER][NEUTRAL] I have D43411358.
[AGENT][NEUTRAL] Spell the patient's first and last name for me.
[CUSTOMER][NEUTRAL] It's uh [PII] and then uh date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] Do you have a copy of the ID card?
[CUSTOMER][NEUTRAL] I only have a copy of the back of his ID card.
[AGENT][NEUTRAL] OK, cause I'm not locating a patient under by that name.
[AGENT][NEUTRAL] So the first name is [PII], the last name is [PII] Is it [PII] or [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK, let me look at that.
[CUSTOMER][NEUTRAL] I apologize.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what state does the patient reside?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And you said the date of birth is [PII].
[AGENT][NEUTRAL] OK. I do have the policy number?
[AGENT][NEUTRAL] It's 250.
[AGENT][NEUTRAL] 2147 this policy number is for American Public Life, and we did administer the medical policy. The D number that you provided is for 90 Degree different company, and they may offer um like a wellness benefit, but at any rate, um, I showed that this policy is no longer active as of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it looks like it became effective [PII].
[AGENT][NEGATIVE] So no active coverage with APL. Mhm.
[CUSTOMER][POSITIVE] Alright, that is what I needed.
[CUSTOMER][POSITIVE] All right, that is what I needed thank you so much I appreciate your help.
[AGENT][POSITIVE] Absolutely. Any other questions, [PII] I can help out with today?
[CUSTOMER][POSITIVE] That'll be it, thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Uh huh bye bye.