AccountId: 011433970860
ContactId: dfb1890d-fe9f-4697-942f-85a65070b40e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135820 ms
Total Talk Time (AGENT): 69330 ms
Total Talk Time (CUSTOMER): 38976 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/dfb1890d-fe9f-4697-942f-85a65070b40e_20250428T14:11_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi good morning uh my name is [PII]. What is your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm sorry, how do you spell it?
[AGENT][NEUTRAL] It is spelled [PII] with the last initial of [PII] and today's date as the call reference.
[CUSTOMER][POSITIVE] Thank you so much. I'm calling from Montina Hospital to check eligibility and benefits on the patient, please.
[AGENT][NEUTRAL] OK, may I please have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 02565943
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII] with date of birth [PII].
[AGENT][NEUTRAL] And you're calling in for eligibility and benefits for this member and is there a specific benefit you're calling in for?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Impatient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is for confinement, correct?
[CUSTOMER][NEUTRAL] For what?
[AGENT][NEUTRAL] Confinement, you say inpatient?
[CUSTOMER][NEUTRAL] Inpatient, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And 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. This policy is currently active with the effective date of [PII]. For inpatient, the member has up to $8500 per calendar year that will go towards the primary insurance deductible, co-insurance, or co-pay.
[AGENT][NEUTRAL] This policy is for sickness and injury. It does not cover any preventative or wellness. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] No, that's it thank you so much and have a wonderful day bye bye.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm bye.
[AGENT][NEUTRAL] Bye.