AccountId: 011433970860
ContactId: c07cc435-62b0-4112-b65b-0d4f2afeacfc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245539 ms
Total Talk Time (AGENT): 77992 ms
Total Talk Time (CUSTOMER): 108883 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/c07cc435-62b0-4112-b65b-0d4f2afeacfc_20250616T14:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[AGENT][POSITIVE] Good morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, ma'am. This is [PII]. I just.
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I just want to check eligibility, ma'am. Can you please help me with that?
[AGENT][NEUTRAL] I can verify eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Yeah, number policy number is 02566348 M as in Mary, L as in Lima 7.
[AGENT][NEUTRAL] May I have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] 28
[CUSTOMER][NEUTRAL] Um, patient's name is, um,
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Get reason, date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This policy is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] [PII]. Payer ID number?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 6060801. Patient group number?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 259-62.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] 259-6. Provide me the correct mailing address.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Mhm. Thank you so much, ma'am. And uh what's the plan name?
[AGENT][NEUTRAL] Medlink
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Monthly.
[CUSTOMER][POSITIVE] Mhm thank you so much and uh.
[CUSTOMER][NEUTRAL] Can you please provide me your name?
[AGENT][NEUTRAL] It's [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. And uh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] MU, right?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Your name [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And uh.
[CUSTOMER][POSITIVE] OK. Thank you so much, ma'am.
[CUSTOMER][NEUTRAL] And uh provide me the patient, uh the patient remaining deductible amount.
[AGENT][NEUTRAL] Please be advised that verification of coverage does not guarantee the payment of a claim.
[CUSTOMER][POSITIVE] OK, sure, ma'am. Thank you so much.
[AGENT][NEUTRAL] And this is for inpatient, outpatient?
[CUSTOMER][NEUTRAL] Inpatient.
[AGENT][NEUTRAL] There's no deductible amount, only benefit amount. The inpatient calendar year allows $2000.
[CUSTOMER][POSITIVE] OK. Sure, ma'am. Thank you so much, ma'am.
[CUSTOMER][POSITIVE] Have a nice day bye bye.
[AGENT][POSITIVE] You're so welcome, [PII]. Thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You got
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] I