AccountId: 011433970860
ContactId: c58a40af-cd35-4bcd-bdf6-69786631e220
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128100 ms
Total Talk Time (AGENT): 66554 ms
Total Talk Time (CUSTOMER): 37465 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/c58a40af-cd35-4bcd-bdf6-69786631e220_20250310T20:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from Memorial Hospital. I just need to verify eligibility and benefits for a patient.
[AGENT][POSITIVE] I'm sure, [PII] I can assist you with benefits. Um, first, I'll need a good callback number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] OK, it is.
[CUSTOMER][NEUTRAL] 2359601
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Mhm. Uh, [PII] [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active, and is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For outpatient benefits.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 2500 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got it. And then can I also have the claim address?
[AGENT][NEUTRAL] Um, yes, ma'am. Um, it's American Public Life.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] 150 OK I got it thank you so much.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that was all. Thank you.
[AGENT][POSITIVE] Mhm. Thank you again, [PII], for calling APL. Have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You as well, bye.
[AGENT][POSITIVE] Thank you.