AccountId: 011433970860
ContactId: 85ef31a6-a13a-403c-b913-8690d081a466
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120019 ms
Total Talk Time (AGENT): 49467 ms
Total Talk Time (CUSTOMER): 42040 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/85ef31a6-a13a-403c-b913-8690d081a466_20250611T20:44_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 afternoon [PII]. My name is [PII] and I'm calling from a hospital. I need to um verify coverage for a patient we have in common, please.
[AGENT][NEUTRAL] I can verify eligibility [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. 01881598.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Calling for Ms. [PII], [PII].
[AGENT][POSITIVE] Thank you for verifying that information.
[AGENT][NEUTRAL] Get this pulled up.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] The active policy number will be 02473436.
[AGENT][NEUTRAL] This policy is effective for [PII] and it is active.
[CUSTOMER][NEUTRAL] [PII] and it's active. I need the coverage for outpatient hospitals, please.
[AGENT][NEUTRAL] Please be advised that verification of coverage does not guarantee the payment of a claim. Outpatient per calendar day allows $300.
[CUSTOMER][NEUTRAL] $300 for a calendar day.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] Thank you so much, [PII] for that information. I think I got everything I needed.
[AGENT][POSITIVE] [PII], you are so welcome, and thank you for calling American Public Life. Enjoy the rest of your day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye bye.