AccountId: 011433970860
ContactId: 01536fbe-06e4-4dfb-91dd-aaf1494632ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98040 ms
Total Talk Time (AGENT): 41974 ms
Total Talk Time (CUSTOMER): 44950 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/01536fbe-06e4-4dfb-91dd-aaf1494632ed_20250320T15:00_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, [PII]. My name is [PII]. Last name initial, [PII]. I'm calling from Baptist Outpatient Services regarding this patient. I wanted to know their outpatient hospital benefit for the year.
[AGENT][NEUTRAL] I can verify benefits, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Yeah, it is 02518923.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim.
[AGENT][NEUTRAL] Outpatient per calendar day allows $300.
[CUSTOMER][NEUTRAL] Oh, per day.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, so it's $300 per day. Perfect. Thank you so much for that [PII]. That's actually all I needed. Is there any way that I can have a reference number for this call, please?
[AGENT][POSITIVE] You're so welcome.
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much, [PII]. I have, I hope you have a good rest of your day.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] You too thank you bye.