AccountId: 011433970860
ContactId: cd7e5d90-46dc-43de-8b3b-bcafa2833f50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127349 ms
Total Talk Time (AGENT): 59956 ms
Total Talk Time (CUSTOMER): 39599 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/cd7e5d90-46dc-43de-8b3b-bcafa2833f50_20250109T17:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from Memorial Regional Hospital to verify benefits for a patient coming in.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] It is 01611649.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in for benefits. Is there a specific benefit that you're calling in for?
[CUSTOMER][NEUTRAL] Uh, outpatient hospital radiology.
[AGENT][NEUTRAL] OK, I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And verification of coverage does not guarantee the payment of the claim. For this member, you're calling in for outpatient benefits that have up to $1500 per calendar year that will go towards the primary insurance deductible, co-insurance, or co-pay. This policy is for sickness and injury only. It will not cover any preventative or wellness. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, no, that was it. Can I please get a reference for our call today?
[AGENT][NEUTRAL] The call reference would be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] You too. Thanks. Bye-bye.
[AGENT][POSITIVE] Thank you.