AccountId: 011433970860
ContactId: 9e2a583a-5b23-42e6-8c02-dc2b83570cf8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94629 ms
Total Talk Time (AGENT): 46119 ms
Total Talk Time (CUSTOMER): 36420 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/9e2a583a-5b23-42e6-8c02-dc2b83570cf8_20250417T13:45_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] Good morning. My name is [PII]. I'm calling from Baptist Health South Florida, uh, to verify an insurance, um, gap insurance benefits.
[AGENT][NEUTRAL] I can I can verify your eligibility and benefits, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, it is 01708460ML7.
[AGENT][POSITIVE] Thank you, may I have a good call back number for you?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. This plan is effective for [PII] and it is active.
[AGENT][NEUTRAL] Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, we have urgent care. He's in urgent care.
[AGENT][NEUTRAL] OK, so outpatient calendar year allows $1250.
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No, that's it thank you so much.
[AGENT][POSITIVE] [PII], you're so welcome. And thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You as well bye bye.