AccountId: 011433970860
ContactId: 900a1bba-ca4e-45e0-901f-83e8f8180e85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127129 ms
Total Talk Time (AGENT): 62366 ms
Total Talk Time (CUSTOMER): 34773 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/900a1bba-ca4e-45e0-901f-83e8f8180e85_20250425T15:13_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] Um.
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Memorial Hospital. I was just needing to verify patients eligibility and benefits.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the policy number.
[CUSTOMER][NEUTRAL] Policy number is 02036926 M as in Michael, L as in Larry 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in for eligibility and benefits. Is there a specific benefit that you're calling in for?
[CUSTOMER][NEUTRAL] Mhm. Uh, it's for a sleep study being done in an outpatient hospital setting.
[AGENT][NEUTRAL] OK, I'm pulling that information up for you now.
[AGENT][NEUTRAL] And verification of coverage does not guarantee the payment of the claim. This policy is currently active with the effective date of [PII]. For outpatient, the member has up to $500 per calendar date.
[AGENT][NEUTRAL] That will go towards the primary insurance deductible, co-insurance, or co-pay. This policy is for sickness and injury only. It will not cover any preventative or wellness. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] No, that was all. Thank you so much. Is there any type of reference number?
[AGENT][NEUTRAL] The reference number will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much [PII].
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You as well. Bye.
[AGENT][POSITIVE] Thank you.