AccountId: 011433970860
ContactId: 1d58e98e-261d-4932-ba26-b0ec4f16ad11
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132740 ms
Total Talk Time (AGENT): 50092 ms
Total Talk Time (CUSTOMER): 45601 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/1d58e98e-261d-4932-ba26-b0ec4f16ad11_20250331T14:30_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] Hello, good morning. My name is [PII]. I'm calling from Baptist Outpatient Services. I have this patient here who has um the APL as a gap, and I would just like to know their outpatient benefits.
[AGENT][NEUTRAL] I can verify benefits. [PII], may I have a policy number?
[CUSTOMER][NEUTRAL] Yes, 02517179 M as in Mary, L as in Lima, 8.
[AGENT][POSITIVE] Thank you. And 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]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying the information. Let me get this pulled up one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Please be advised that verification of coverage does not guarantee the payment of a claim. So for, let's see.
[AGENT][NEUTRAL] Outpatient per calendar day allows $750.
[CUSTOMER][NEUTRAL] OK, $750 per day.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, perfect. Can I have a reference number for our call, 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 today?
[CUSTOMER][POSITIVE] No, that was all thank you so much for your help have a good one.
[AGENT][POSITIVE] You're so welcome. You're welcome. Thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.