AccountId: 011433970860
ContactId: 048852c7-9dfd-4507-bffe-579b3a9e8fbf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104260 ms
Total Talk Time (AGENT): 45690 ms
Total Talk Time (CUSTOMER): 38136 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/048852c7-9dfd-4507-bffe-579b3a9e8fbf_20250206T15:27_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Outpatient Services.
[AGENT][POSITIVE] And how may I help you today?
[CUSTOMER][NEUTRAL] Yes, I'm calling to get benefits on a cap insurance for a patient, please.
[AGENT][NEUTRAL] I can verify benefits. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, I have 01893415 ML 8.
[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] [PII], [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. Outpatient calendar year allows $500.
[CUSTOMER][NEUTRAL] $500 a year.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. As you met any yet?
[AGENT][NEGATIVE] No benefits have been applied for [PII].
[CUSTOMER][NEUTRAL] OK, perfect. Do you have a reference number please?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Nope, that'll be all thank you so much for your help I appreciate it.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Likewise, bye bye.