AccountId: 011433970860
ContactId: 81bfc82e-31e4-4fb0-a0cf-772cc130793a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133539 ms
Total Talk Time (AGENT): 66785 ms
Total Talk Time (CUSTOMER): 41109 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/81bfc82e-31e4-4fb0-a0cf-772cc130793a_20250423T15:19_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] Hi, good morning. This is [PII]. I'm calling from Baptist Hospital of Miami, trying to get benefits for our patients.
[AGENT][NEUTRAL] I can verify benefits. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, I have 015.
[CUSTOMER][NEUTRAL] 30889 ML 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, that is [PII]. Date of birth, wait, yeah, [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised the verification of coverage does not guarantee the payment of a claim.
[AGENT][NEUTRAL] Her active policy number will be 021-84651.
[AGENT][NEUTRAL] And for outpatient.
[CUSTOMER][NEUTRAL] I'm sorry, can you repeat that?
[AGENT][NEUTRAL] Sure. Her policy number is 021-84651.
[AGENT][NEUTRAL] And let me verify.
[CUSTOMER][POSITIVE] 51 thank you.
[AGENT][NEUTRAL] Which plan this is, and I do apologize for that. That is her disability policy number. It looks like her medical policy, which is the first one you gave me, it looks like that one terminated on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the only active policy is her disability.
[CUSTOMER][POSITIVE] OK. Not a problem.
[CUSTOMER][POSITIVE] Perfect. Thank you so much for that information.
[AGENT][POSITIVE] [PII], you're so welcome. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that'll be all. Thank you.
[AGENT][POSITIVE] Thank you for calling American Public Life. Have a great day, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.