AccountId: 011433970860
ContactId: f36c3fb4-44de-4256-8083-425e6ea6fee4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101180 ms
Total Talk Time (AGENT): 48868 ms
Total Talk Time (CUSTOMER): 38122 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/f36c3fb4-44de-4256-8083-425e6ea6fee4_20250611T12:58_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 morning. This is [PII] from Mount Sunit Hospital. I need to check benefits and eligibility on a patient, please.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Let's see here, it is 02140683.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII] and my name is [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of the claim. So this policy is effective [PII] and it is active. Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] Outpatient, she's coming in for a pulmonary function test tomorrow.
[AGENT][NEUTRAL] Outpatient per occurrence allows $500.
[CUSTOMER][NEUTRAL] Uh, mhm.
[CUSTOMER][NEUTRAL] OK, per day?
[AGENT][NEUTRAL] It's per current, which means per condition.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Is it, you're welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] That's it you have a wonderful day.
[AGENT][POSITIVE] You have a wonderful day as well, [PII], and thank you for calling American Public Life. Take care. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.