AccountId: 011433970860
ContactId: deca589a-e0b8-42db-926b-d68e5559e322
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123860 ms
Total Talk Time (AGENT): 61370 ms
Total Talk Time (CUSTOMER): 28472 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/deca589a-e0b8-42db-926b-d68e5559e322_20250616T17:16_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, I need to check patient's eligibility and benefits for a gap.
[AGENT][NEUTRAL] May I have your name please and then a callback number?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's um 02519006.
[AGENT][NEUTRAL] 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 eligibility for this member?
[CUSTOMER][NEUTRAL] Yeah and see if she has any benefits remaining.
[AGENT][NEUTRAL] For outpatient, inpatient, or an office setting?
[CUSTOMER][NEUTRAL] I pay.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And verification of coverage does not guarantee the payment of the claim. This policy is currently active with the effective date of [PII]. For outpatient, the member has up to $300 per calendar day that will go towards the primary insurance deductible, co-insurance, or co-pay.
[AGENT][NEUTRAL] 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] OK.
[CUSTOMER][NEUTRAL] No, that's it. Is there a reference number?
[AGENT][NEUTRAL] The reference number will be my first name, [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome thank you for calling American Public Life, have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you, bye.