AccountId: 011433970860
ContactId: 8a3bf1b6-5f5b-4837-a101-73c1be0aa897
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109139 ms
Total Talk Time (AGENT): 47587 ms
Total Talk Time (CUSTOMER): 45150 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/8a3bf1b6-5f5b-4837-a101-73c1be0aa897_20250617T14:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from UAB Saint Vincent Saint Clair Hospital Advanced wound Center. I'm trying to verify benefits for a patient that we have scheduled for next week.
[AGENT][NEUTRAL] OK, may I please have the call back number and then the policy number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And her plan number let's see, it's got a policy certificate number, so it's 1116824.
[AGENT][NEUTRAL] This 111-6824?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Then it's got a group number also.
[CUSTOMER][NEUTRAL] OK, [PII] date of birth [PII].
[AGENT][NEUTRAL] And you're needing eligibility and benefits, is there a specific benefit you're calling in for?
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][NEUTRAL] What's the specific benefit that you're calling in for inpatient, outpatient, office setting?
[CUSTOMER][NEUTRAL] Oh, I'm calling, um, it's outpatient medical for wound care.
[AGENT][NEUTRAL] And for outpatient benefits, verification of coverage does not guarantee the payment of the claim. This member does have up to $2000 per calendar year that will go towards the primary insurance deductible, co-insurance, or co-pay. This policy effective date is [PII] and currently active. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] No ma'am, thank you so much Ms. [PII].
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] And have a
[CUSTOMER][POSITIVE] Have a good thank you bye bye.
[AGENT][NEUTRAL] Bye.