AccountId: 011433970860
ContactId: a0d7824b-c97e-479c-aa37-35cf1cdcc538
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98680 ms
Total Talk Time (AGENT): 47835 ms
Total Talk Time (CUSTOMER): 42060 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/a0d7824b-c97e-479c-aa37-35cf1cdcc538_20250204T14:32_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] with Memorial Surgery Center. I'm just calling to get benefits for a patient. I'm sorry, can you tell me your name one more time?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] OK, thank you [PII].
[AGENT][NEUTRAL] You're welcome. May I have a policy number?
[CUSTOMER][NEUTRAL] Sure, it is 02049543.
[AGENT][NEUTRAL] And [PII], may I have a good callback number for you?
[CUSTOMER][NEUTRAL] Sure, [PII] and that's a direct line.
[AGENT][NEUTRAL] Thank you, may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] And should I see which benefits can I provide for you?
[CUSTOMER][NEUTRAL] A medical, um, outpatient surgery and an ambulatory surgery center.
[AGENT][NEUTRAL] Outpatient calendar year allows 4500.
[AGENT][NEUTRAL] There is a $500 deductible as well.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see if any benefits have been applied.
[AGENT][NEGATIVE] And no benefits have been applied for [PII].
[CUSTOMER][NEUTRAL] OK, so she's responsible for the 1st 500.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK great alright that's exactly what I needed. Can I get a call reference? Is it just your name with the date?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK great thank you so much, [PII] have a great day.
[AGENT][POSITIVE] [PII], you're so welcome. And thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.