AccountId: 011433970860
ContactId: c92ce132-8968-4f27-a983-66dbfbed0720
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126239 ms
Total Talk Time (AGENT): 55342 ms
Total Talk Time (CUSTOMER): 48772 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/c92ce132-8968-4f27-a983-66dbfbed0720_20250117T20:13_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, good afternoon. My name is [PII]. I'm calling to verify the eligibility and benefits of a patient.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] It is, oh, hold on, where is it in this card? 0, 02497618 M as in Mike, L as in Larry, and the number 8.
[AGENT][POSITIVE] Thank you, may I have a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII], [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. This plan is effective [PII] and it is active. Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] It's gonna be for outpatient hospital benefit.
[AGENT][NEUTRAL] Outpatient calendar year allows 7900.
[CUSTOMER][NEUTRAL] OK, has anything been used?
[AGENT][NEUTRAL] One moment.
[AGENT][NEGATIVE] No benefits have been applied for [PII].
[CUSTOMER][NEUTRAL] OK. And just to confirm, this covers um deductibles, co-insurance, and co-pays from the primary plan, correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, um, can I have the initial to your last name and a reference number?
[AGENT][NEUTRAL] Yes, it is W. Reference will be my name along with today's date. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No that was all thank you so much.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, Juliet. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] You too thank you bye bye.