AccountId: 011433970860
ContactId: 09f5f49c-a086-428f-9a74-93a08577a2db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133259 ms
Total Talk Time (AGENT): 42710 ms
Total Talk Time (CUSTOMER): 42348 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/2025/06/16/09f5f49c-a086-428f-9a74-93a08577a2db_20250616T19:39_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. I'm calling from Baptist Outpatient Services. Well, good afternoon, calling to check, um benefits for a patient.
[AGENT][NEUTRAL] I can verify benefits. May I have your name and the policy number?
[CUSTOMER][POSITIVE] My name is Yay. [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Oh sorry. Policy number is 01845866ML7.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I have your name again please?
[AGENT][NEUTRAL] Yes, it's [PII] Last initial is [PII]
[AGENT][POSITIVE] May I have a good callback number? You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised the verification of coverage does not guarantee the payment of a claim. Outpatient calendar year allows $1000.
[CUSTOMER][NEUTRAL] OK, and how much is remaining for the year?
[AGENT][NEUTRAL] $500 has been applied for [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] 1 2nd.
[CUSTOMER][POSITIVE] Alrighty perfect that'll be all for today have a great day.
[AGENT][POSITIVE] Yay, thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too, bye.