AccountId: 011433970860
ContactId: ecb5ff2f-8617-4577-9be5-ed6d6c91aeaf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104739 ms
Total Talk Time (AGENT): 48529 ms
Total Talk Time (CUSTOMER): 44402 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/ecb5ff2f-8617-4577-9be5-ed6d6c91aeaf_20250416T17:28_UTC.wav
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[AGENT][NEUTRAL] I know I I my sister.
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling with the provider's office. I just need to check to see if a patient is uh eligible for the uh American Public Life.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that.
[AGENT][NEUTRAL] Can I have a callback number for you and that policy number. Sure, I can assist you with that. Can I have a callback number and the policy number?
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sure it's [PII] and I'm at [PII] and then the uh policy number is 02456843.
[AGENT][NEUTRAL] Can you verify that patient's name and date of birth for me [PII]?
[CUSTOMER][NEUTRAL] Sure, [PII] uh [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits and eligibility for what place of service?
[CUSTOMER][NEUTRAL] Um, it'll be outpatient surgery.
[AGENT][NEUTRAL] So this member has
[AGENT][NEUTRAL] A gap insurance that's been active since [PII] and is currently active. He has outpatient benefits of $2400 per calendar year with a $100 deductible, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[AGENT][NEGATIVE] He has not utilized any of his benefits for 25 or met his deductible.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] and what was your name again hon?
[AGENT][NEUTRAL] [PII], today, today's date as a reference.
[CUSTOMER][POSITIVE] Perfect all right honey, thank you so much. I really appreciate it. You have a wonderful day, OK?
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. You have a great one as well. Thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Right