AccountId: 011433970860
ContactId: 8047d738-eabf-45b7-b44a-d0a862e38c81
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103089 ms
Total Talk Time (AGENT): 51392 ms
Total Talk Time (CUSTOMER): 49612 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/8047d738-eabf-45b7-b44a-d0a862e38c81_20250424T21:17_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII], and I'm calling from our Houston Methodist Sugar Land Hospitals insurance verification department, and I was calling to verify coverage on one of your members, please.
[AGENT][NEUTRAL] OK, I can help you with that. [PII] could I get a call back number?
[CUSTOMER][NEUTRAL] Yes, I have a callback number of area code [PII], which is a direct line.
[AGENT][POSITIVE] OK, thank you so much for for that information. If I could get the policy number you're calling on.
[CUSTOMER][NEUTRAL] Uh, looks we have 01194612.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the policy and you're calling for benefits. Is the patient there for outpatient or inpatient services?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, it's for observation, so like outpatient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Please be advised verifying benefits is not guaranteed payment. Uh, his policy with us has been effective since [PII]. It is still active. For outpatient benefits, uh, the policy pays up to $500 per occurrence or related diagnosis.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and what authorization be needed?
[AGENT][NEUTRAL] Authorization is not required.
[CUSTOMER][POSITIVE] OK, alrighty well that's everything I needed. I thank you so much for your time you have a wonderful afternoon.
[AGENT][POSITIVE] You have a wonderful day yourself, [PII]. Thank you for calling APL. Bye bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh huh bye bye.