AccountId: 011433970860
ContactId: 7d972075-820a-42ce-97c0-ba29c88744a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124879 ms
Total Talk Time (AGENT): 53782 ms
Total Talk Time (CUSTOMER): 42271 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/7d972075-820a-42ce-97c0-ba29c88744a1_20250108T17:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. This is [PII] from South Miami Hospital. How are you doing today?
[AGENT][POSITIVE] I'm great how are you?
[CUSTOMER][POSITIVE] Good, thank you. I'm calling to verify uh benefits for a patient as a gap insurance.
[AGENT][NEUTRAL] I can verify benefits. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, the ID number for her, bear with me for a minute.
[CUSTOMER][NEUTRAL] It's 017589007.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you, may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] First name is [PII], and last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim.
[AGENT][NEUTRAL] And which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Uh, it will be um outpatient surgery.
[AGENT][NEUTRAL] OK, thank you. It looks OK, it looks like, let me get this plan pulled up. It looks like it is inpatient only. let me verify.
[CUSTOMER][NEUTRAL] Facility.
[AGENT][NEUTRAL] It looks like this plan is inpatient only. There are no outpatient benefits on this policy.
[CUSTOMER][NEUTRAL] OK, no, no patients benefit or patient. OK, no pa. OK. Uh, may I have a reference number for the call? Let me call patient and advisor.
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. Have a great day.
[AGENT][POSITIVE] You're so welcome, and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.