AccountId: 011433970860
ContactId: 2ba5c471-8244-4cad-afd8-6dea9c761298
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118699 ms
Total Talk Time (AGENT): 52204 ms
Total Talk Time (CUSTOMER): 47051 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/2ba5c471-8244-4cad-afd8-6dea9c761298_20250509T20:33_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 [PII]. My name is [PII]. I'm calling from Baptist Outpatient Services about a mutual patient.
[AGENT][POSITIVE] And how may I help you today?
[CUSTOMER][NEUTRAL] I'm calling to see the benefits for the patient.
[AGENT][NEUTRAL] I can verify benefits.
[CUSTOMER][NEUTRAL] Of the pharmacy.
[AGENT][NEUTRAL] May I have a policy number?
[CUSTOMER][NEUTRAL] It's 02504.
[CUSTOMER][NEUTRAL] 925 M as in Mary, L as in Lima, the number 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] A good call back number is [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim.
[AGENT][NEUTRAL] This policy has an out you're welcome, outpatient calendar year benefit amount of 7900.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] 900 and have the patient used any of that?
[AGENT][NEUTRAL] Let's see, $60 have been applied for 2025.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do you have a reference number, [PII]?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII]. Last initial is [PII] along with today's date. Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] That is it. Thank you so much. I appreciate it. Have a good day and happy Mother's Day.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. Have a great day and happy Mother's Day to you as well. Thank you.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Bye.