AccountId: 011433970860
ContactId: 0c353014-1878-4f05-8b58-8564cc266e23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151570 ms
Total Talk Time (AGENT): 60349 ms
Total Talk Time (CUSTOMER): 57504 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/0c353014-1878-4f05-8b58-8564cc266e23_20250123T15:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Good morning [PII]. My name is [PII]. I'm calling from Baptist Outpatient Services to just gather the benefits for a patient that we have in common.
[AGENT][NEUTRAL] May I please have a callback number and then the policy number?
[CUSTOMER][NEUTRAL] OK, the callback number will be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Policy number?
[CUSTOMER][NEUTRAL] And the policy number will be 2388645.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name will be [PII] and the date of birth will be [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in for benefits for this member. Is that for outpatient inpatient, or an office setting?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It would be outpatient services.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And verification of coverage does not guarantee the payment of the claim. You're calling in for outpatient benefits rendered within an outpatient facility. The member has up to $500 per calendar day that will go towards the primary insurance deductible, co-insurance, or co-pay. This policy is for sickness and injury only. It will not cover any preventative or wellness. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, do you know how much is left for the year?
[AGENT][NEUTRAL] This is a per calendar day benefit.
[CUSTOMER][NEUTRAL] Oh, per calendar day, OK, alrighty.
[CUSTOMER][NEUTRAL] Alrighty Mr. [PII], if I can get a a last name initial and a reference number for this call.
[AGENT][NEUTRAL] The reference number would be my first name, last initial of [PII], and today's date.
[CUSTOMER][NEUTRAL] OK, alright, so we're looking at [PII] and today is the 123, 2025.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Alrighty, perfect, perfect thank you so much, Mr. [PII] you have yourself a lovely day.
[AGENT][POSITIVE] You're welcome thank you for calling American Public Life. Have a great day as well.
[CUSTOMER][POSITIVE] Alrighty.