AccountId: 011433970860
ContactId: 86b7a290-1ce5-4e25-a665-8b1e28f7e92a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122230 ms
Total Talk Time (AGENT): 46120 ms
Total Talk Time (CUSTOMER): 78691 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/86b7a290-1ce5-4e25-a665-8b1e28f7e92a_20250416T19:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Li. This is [PII].
[CUSTOMER][NEUTRAL] I mean
[CUSTOMER][NEUTRAL] Hello? What is your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hello. Oh, [PII]. OK. My name is [PII]. I'm calling from Baptist Hospital Emergency department in um [PII], and I'm calling to verify eligibility for a patient.
[AGENT][NEUTRAL] I can verify eligibility, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's, uh, let me see, it's 02589500 M like Mary, L like Larry, and the number 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh her first name is [PII], the last name [PII], and the birth date [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] Does that cover copays and uh um
[CUSTOMER][NEUTRAL] Like, uh, co-pays and out of pocket.
[AGENT][NEUTRAL] This is their secondary or gap policy. It will pick up the copays, the co-insurance, and or deductibles up to the benefit amount.
[CUSTOMER][NEUTRAL] And deductibles. OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] And that's all I want to know, thanks. And um is there a reference number for this call?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yes, it will be
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's it, thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Have a good day you too thanks bye.