AccountId: 011433970860
ContactId: 12fc3b88-db07-4d7e-895b-b7eb68a739c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101910 ms
Total Talk Time (AGENT): 59099 ms
Total Talk Time (CUSTOMER): 30970 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/12fc3b88-db07-4d7e-895b-b7eb68a739c1_20250616T19:17_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon [PII]. My name is [PII]. I'm calling from Baptist Outpatient Services regarding a mutual patient to obtain outpatient benefits of this year.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Could I get a call back number?
[CUSTOMER][NEUTRAL] Yes, that'd be [PII]. It'll be a direct line.
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] 02611427.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][POSITIVE] Thank you so much for verifying the policy and you are calling for outpatient benefits, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, please be advised verifying benefits is not guarantee payment. The policy has been effective since.
[AGENT][NEUTRAL] For one of 25, it is still active for outpatient benefits. I show the policy will pay up to $6500 a calendar year.
[AGENT][NEUTRAL] Uh, at this time it looks like she has used.
[AGENT][NEUTRAL] $124.33 of the $6500.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, that would be all for today. If you may just provide me a last minute show and a reference number to this call.
[AGENT][NEUTRAL] To reference the call, you will use my name and and today's date. Last initial is [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much, [PII] for all your help today. I hope you have a great rest of your day today.
[AGENT][POSITIVE] You're welcome. You have a wonderful day yourself. Thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.