AccountId: 011433970860
ContactId: c56b8767-543f-42bb-a790-4a72437c0de2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246500 ms
Total Talk Time (AGENT): 98764 ms
Total Talk Time (CUSTOMER): 87897 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/c56b8767-543f-42bb-a790-4a72437c0de2_20250611T13:43_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII]. I'm calling from HC Florida Northwest Hospital, and I'm calling to verify uh eligibility for a patient that is in our facility.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] Policy number I have is 02501625M as in Mary L as in Linda.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the patient's uh name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] And that policy number one more time, I'm sorry.
[CUSTOMER][NEUTRAL] It's 02501625 M as in Mary, L as in Linda, 7.
[AGENT][NEUTRAL] OK, and [PII] is the name?
[CUSTOMER][NEUTRAL] Yes, last name is spelled [PII]
[AGENT][NEUTRAL] OK, I'm not showing [PII] on this policy.
[CUSTOMER][NEUTRAL] Oh, he's not listed.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Oh, so he's not the primary holder of the policy.
[AGENT][NEUTRAL] No, unless, uh, the policy number is incorrect, let me try to pull up by name.
[CUSTOMER][POSITIVE] By name. OK. Thank you very much.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, and the date of birth one more time.
[CUSTOMER][NEUTRAL] Of course it's [PII].
[AGENT][NEUTRAL] OK, thank you. I do have them pulled up and let me provide you with the policy number.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] It's 02501629.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So 02501629.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][NEUTRAL] OK and you said you're calling for eligibility today?
[CUSTOMER][NEUTRAL] Yes, today, yes.
[AGENT][NEUTRAL] OK, OK, I show the policy has been effective since [PII]. It is still active. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK. Patient is coming today and the issues he's gonna have surgery because I know that the second is there, so what are the benefits?
[AGENT][NEUTRAL] For outpatient surgery?
[CUSTOMER][NEUTRAL] For outpatient surgery, yes.
[AGENT][NEUTRAL] OK, please be advised verifying benefits is not guaranteed payment. Uh, I show for outpatient surgery, the policy pays up to $5000 a calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Uh, show he has the full amount available.
[CUSTOMER][POSITIVE] Perfect. All right. Uh, what's the claim address for APL?
[AGENT][NEUTRAL] Mailing OK, mailing address for claims is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Perfect. All right. And what is your name?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] [PII] and first of your last name, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII]. All right, [PII], I appreciate your help and your time. Thank you very much.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day. Thank you for calling AI. Bye-bye.
[CUSTOMER][POSITIVE] All right then. Have a good day. Thank you too. Take care now.
[CUSTOMER][NEUTRAL] Bye bye.