AccountId: 011433970860
ContactId: 3fcdd548-296b-45aa-a91d-7e08ef57315e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107839 ms
Total Talk Time (AGENT): 47821 ms
Total Talk Time (CUSTOMER): 39102 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/3fcdd548-296b-45aa-a91d-7e08ef57315e_20250611T14:20_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.
[CUSTOMER][NEUTRAL] I was calling to know the outpatient benefits for a patient.
[AGENT][NEUTRAL] I can verify benefits for you, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] 019233
[CUSTOMER][NEUTRAL] 50 ML 8.
[AGENT][POSITIVE] Thank you. And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. Outpatient per calendar date allows $1000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And has anything been used?
[AGENT][NEUTRAL] It's per calendar day, so each day they are allowed.
[CUSTOMER][POSITIVE] Oh yes, I'm so sorry.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. And your name is [PII]?
[AGENT][NEUTRAL] Yes. Last initial is [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And is there a reference number for this call?
[AGENT][NEUTRAL] Yes, it will be my name. Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That would be all. Thank you so much for your help.
[AGENT][POSITIVE] You're so welcome, [PII], and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.