AccountId: 011433970860
ContactId: 439e750c-5ccf-4a1c-bc73-5cd6a74a4f71
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125239 ms
Total Talk Time (AGENT): 57539 ms
Total Talk Time (CUSTOMER): 47599 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/439e750c-5ccf-4a1c-bc73-5cd6a74a4f71_20250319T16:12_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. I need to see if a patient's plan is active with you guys and how much is remaining in their outpatient benefits, please.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Sure. 1252246, M as in Mary, L as in Larry, 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number?
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes. First name is [PII] Last name is [PII] 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. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] For the benefits, outpatient calendar year allows $7150.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there any accumulations for that?
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEGATIVE] No benefits have been applied for [PII].
[CUSTOMER][NEUTRAL] Perfect. Can you please provide me the first initial to your last name and a reference number for this call, [PII]?
[AGENT][NEUTRAL] Yes, the reference 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, [PII], thank you so much for your help. I appreciate it. You have a great rest of your day.
[AGENT][POSITIVE] You're so welcome, [PII] and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] OK.