AccountId: 011433970860
ContactId: daa276f2-7c44-41c2-8443-940a5b60f1b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103110 ms
Total Talk Time (AGENT): 44251 ms
Total Talk Time (CUSTOMER): 36920 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/daa276f2-7c44-41c2-8443-940a5b60f1b8_20250107T21:23_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 Baptist Hospital inquiring about the eligibility of one of our patients.
[AGENT][NEUTRAL] I can verify eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, it's 945131.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This plan is effective [PII] and it is active.
[AGENT][NEUTRAL] Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Um, yes, how much, uh, do they have, um, allotted for the day or like their cap?
[AGENT][NEUTRAL] Please be advised that verification of coverage does not guarantee the payment of a claim. So for outpatient, this plan allows $250 per calendar date.
[CUSTOMER][NEUTRAL] Got it. OK, and then may I have the first initial of your last name please?
[AGENT][NEUTRAL] It's [PII] along with today's date.
[CUSTOMER][POSITIVE] OK, thank you so much for your help, [PII].
[AGENT][POSITIVE] [PII], you're so welcome, and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.