AccountId: 011433970860
ContactId: 980ecd31-53c2-48eb-917e-36c44a4038a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124360 ms
Total Talk Time (AGENT): 51081 ms
Total Talk Time (CUSTOMER): 38781 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/2025/02/27/980ecd31-53c2-48eb-917e-36c44a4038a3_20250227T16:44_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] Yes ma'am, I'm calling on behalf of Homestead Hospital to verify member eligibility and benefits for an ER visit with us.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have your name and a policy number?
[CUSTOMER][NEUTRAL] My name is [PII]. initial to my last name is [PII], and the policy number 01611710 M as in Michael, L as in Lima and the number 7.
[AGENT][POSITIVE] Thank you. [PII], 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] [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. Policy is effective [PII] and it is active.
[AGENT][NEUTRAL] Outpatient benefits.
[AGENT][NEUTRAL] Per calendar year allows 1500.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Alrighty, is there a group number?
[AGENT][NEUTRAL] Yes, one moment.
[AGENT][NEUTRAL] 22392.
[CUSTOMER][NEUTRAL] And how about a group name?
[AGENT][NEUTRAL] City of Homestead.
[CUSTOMER][POSITIVE] Alrighty, I thank you for your time today.
[AGENT][POSITIVE] [PII], you're so welcome. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No ma'am, that'll be all thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.