AccountId: 011433970860
ContactId: ac905ef0-87f0-4cf2-b4f2-31196993c883
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 335929 ms
Total Talk Time (AGENT): 99218 ms
Total Talk Time (CUSTOMER): 132530 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/ac905ef0-87f0-4cf2-b4f2-31196993c883_20250312T18:34_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling American Public Life. This is [PII]. How may I help you?
[AGENT][POSITIVE] Good afternoon. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, hi, this is [PII]. I just want to check the eligibility of the patient. Can you help me out with that?
[AGENT][NEUTRAL] I'm sorry, [PII], you need to verify.
[CUSTOMER][NEUTRAL] I just want to check eligibility, the patient is active or not.
[AGENT][NEUTRAL] I can verify eligibility. May I have the policy number?
[CUSTOMER][NEUTRAL] 02595867 M as in Mary L as in Lima 8.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is VV [PII]. Date of birth is [PII]. Mhm.
[AGENT][POSITIVE] Thank you for verifying that.
[AGENT][NEUTRAL] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] [PII] patients active and payer ID number, please?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 60860801. Patient, patient group number?
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] 24934.
[CUSTOMER][POSITIVE] 24934. Thank you so much and provide me the correct mailing address, ma'am.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK. And uh can you please provide me the, what's the plan name?
[AGENT][NEUTRAL] Metlink
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. And uh can you please provide me the patient remaining deductible amount?
[AGENT][NEUTRAL] Please be advised that verification of coverage does not guarantee the payment of a claim. Would this be for inpatient or outpatient?
[CUSTOMER][NEUTRAL] Uh, I'd be inpatient, ma'am.
[AGENT][NEUTRAL] Impatient calendar year allows 5500.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. Sure. And uh, can, we'll move to the next one. It is remaining amount is 5000, right?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] The remaining deductible amount is 5000. Am I correct?
[AGENT][NEUTRAL] 5500 for inpatient.
[CUSTOMER][NEUTRAL] 5500.
[CUSTOMER][NEUTRAL] 5500.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, ma'am. Thank you so much. And can you please provide me the, your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] And we'll move to the next one. I have one more. Sorry?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, OK. Thank you so much and we'll go to the next one.
[AGENT][NEUTRAL] Last initial is [PII] One moment.
[CUSTOMER][NEGATIVE] I don't even
[AGENT][NEUTRAL] Can I have a policy number?
[CUSTOMER][NEUTRAL] 023315-95 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the patient's name is uh [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Looks like this plan termed on 9-1-2023. There is no active.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Sorry, I date, ma'am?
[AGENT][NEUTRAL] Effective date is [PII].
[CUSTOMER][NEUTRAL] Termination.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much have a nice day bye bye.
[AGENT][POSITIVE] [PII], thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.