AccountId: 011433970860
ContactId: ddb54cf4-7125-4912-b345-5d6d073dab91
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139699 ms
Total Talk Time (AGENT): 61956 ms
Total Talk Time (CUSTOMER): 71491 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/ddb54cf4-7125-4912-b345-5d6d073dab91_20250320T17:00_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, I'm [PII] calling from Children's Hospital. I'm looking for eligibility and benefits. Could you just spell your name for me?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Could I get your name again and a spelling?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, I got it. Yeah, uh my name is [PII]. It is [PII]. And the last name first initial is gonna be [PII]. And can I have your last name first in?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can I get a callback number, please?
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and what was the question you had?
[CUSTOMER][NEUTRAL] I'm looking for eligibility and benefits.
[AGENT][NEUTRAL] OK. Can I get the policy you're calling on, policy number?
[CUSTOMER][POSITIVE] Yeah, yeah, sure. I can provide you that just bear with me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it's gonna be 01746207 M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's gonna be [PII] and the date of birth is gonna be [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the policy and you said you're calling for eligibility and benefits. What type of service is the patient coming in for?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] Yeah, uh
[CUSTOMER][NEUTRAL] Uh, X for X-ray.
[AGENT][NEUTRAL] Done in the physician's office or an outpatient facility?
[CUSTOMER][NEUTRAL] No, it's for outpatient hospital.
[AGENT][NEUTRAL] OK, please be advised verifying benefits does not guarantee payment. Uh, his policy has been effective since [PII].
[AGENT][NEUTRAL] It is still active?
[AGENT][NEUTRAL] For outpatient X-ray, the policy pays up to $1500 a calendar year. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, that's it. Can I have a call, call reference number?
[AGENT][NEUTRAL] To reference that call, you will use my name and today's date.
[CUSTOMER][NEUTRAL] Uh sure. It's [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Yeah, thank you. You have a great day and great. Yeah, bye for now.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.