AccountId: 011433970860
ContactId: 9ac5049d-f01b-4451-a2b1-0faa11c8418b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131119 ms
Total Talk Time (AGENT): 58885 ms
Total Talk Time (CUSTOMER): 46377 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/9ac5049d-f01b-4451-a2b1-0faa11c8418b_20250227T16:09_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, my name is [PII]. I'm calling from South Miami Hospital. I needed to get eligibility and benefits, please.
[AGENT][NEUTRAL] May I have a callback number?
[CUSTOMER][NEUTRAL] [PII] option one.
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] It is 02504912 ML8.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. How may I assist you?
[CUSTOMER][NEUTRAL] Um, so this patient is coming to the hospital to have a nuclear medicine scan, and I needed to get the benefits on that.
[AGENT][NEUTRAL] OK, and that's in an outpatient?
[CUSTOMER][NEUTRAL] Outpatient hospital.
[AGENT][NEUTRAL] OK, I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And verification of coverage does not guarantee the payment of the claim. For outpatient, the member has up to $6000 per calendar year 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][NEUTRAL] Um, has anything been used?
[AGENT][NEGATIVE] As of right now, the member has not used any of their benefits.
[CUSTOMER][NEUTRAL] OK, and I'm sorry, can I have your name one more time please?
[AGENT][NEUTRAL] It is [PII], last initial of [PII] and today's date will be used as the call reference.
[CUSTOMER][POSITIVE] All right, fantastic thank you so much I appreciate it.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.