AccountId: 011433970860
ContactId: d4930ea3-0c71-4e45-9c00-ca613dcd50bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113569 ms
Total Talk Time (AGENT): 57901 ms
Total Talk Time (CUSTOMER): 35102 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/d4930ea3-0c71-4e45-9c00-ca613dcd50bf_20250204T21:09_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 from Memorial Regional Hospital. I just need to verify patients eligibility and benefits.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 01841149 M as in Michael, L as in Larry, 8.
[AGENT][POSITIVE] Thank you and 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] [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.
[AGENT][NEUTRAL] Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Uh, it's for outpatient hospital benefits for x-rays.
[AGENT][NEUTRAL] Outpatient calendar year allows $1000.
[AGENT][NEUTRAL] So this plan will pick up the co-pays, the co-insurance, and our deductibles up to 1000.
[AGENT][NEGATIVE] And no benefits have been applied for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, perfect. All right, that was all the information I needed then. Is there any reference number?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK perfect thanks so much, [PII].
[AGENT][POSITIVE] You're so welcome, [PII]. Thank you for calling American Public Life. Have a great day. Bye bye.
[CUSTOMER][NEUTRAL] You as well. Bye-bye.