AccountId: 011433970860
ContactId: bed3e9a8-e5f6-47f4-ab77-4413bd20dfc7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144809 ms
Total Talk Time (AGENT): 52156 ms
Total Talk Time (CUSTOMER): 46325 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/bed3e9a8-e5f6-47f4-ab77-4413bd20dfc7_20250305T19:53_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] Hi [PII], uh, I'm just calling to verify a patient's benefits for an upcoming appointment to have at the hospital.
[AGENT][NEUTRAL] I can verify benefits. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and policy number I have is.
[CUSTOMER][NEUTRAL] 02465331 Mike Lima 8.
[AGENT][POSITIVE] Thank
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Uh yes, it's gonna be [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you and thank you for verifying that information. One moment.
[AGENT][NEUTRAL] The AA policy number will be.
[AGENT][NEUTRAL] 02502546 plans effective [PII] and it is active.
[AGENT][NEUTRAL] And which benefits can I provide for you?
[CUSTOMER][NEUTRAL] Uh, she's coming in for surgery to be an outpatient at the, the hospital.
[AGENT][NEUTRAL] OK, please be advised that verification of coverage does not guarantee the payment of a claim. Outpatient calendar year allows 2500.
[CUSTOMER][NEUTRAL] OK, 2500, uh, does she has she used any or is she has a full amount remaining?
[AGENT][NEUTRAL] She has used $150 as of today.
[CUSTOMER][POSITIVE] 150 as of today. OK, perfect.
[CUSTOMER][POSITIVE] Alright, uh, perfect. I think that's everything I needed thank you so much.
[AGENT][POSITIVE] You're so welcome, and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] You as well thank you.