AccountId: 011433970860
ContactId: 137aaf4b-7d0d-48b9-be39-a8083d6f8bd3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134889 ms
Total Talk Time (AGENT): 56622 ms
Total Talk Time (CUSTOMER): 52162 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/137aaf4b-7d0d-48b9-be39-a8083d6f8bd3_20250414T17:51_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, my name is [PII]. I'm calling from Baptist Hospital. I just needed to get eligibility and benefits on a patient, please.
[AGENT][NEUTRAL] I can verify benefits and eligibility. [PII], may I have the policy number?
[CUSTOMER][NEUTRAL] It is 02212916 ML 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII] option one.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] um [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Um, this patient's coming to the hospital to have a procedure done outpatient.
[AGENT][NEUTRAL] Outpatient calendar year allows 1500.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Pays 1500, is that per year?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and has any of that been used?
[AGENT][NEGATIVE] No benefits have been applied for [PII].
[CUSTOMER][POSITIVE] OK fantastic perfect thank you so much is there a reference number?
[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] No, no, that was it. Thank you so much. 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][POSITIVE] You too. Thank you. Bye-bye.