AccountId: 011433970860
ContactId: 457e748c-b06f-4c91-bf0a-f45a5815366c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134919 ms
Total Talk Time (AGENT): 64118 ms
Total Talk Time (CUSTOMER): 44378 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/457e748c-b06f-4c91-bf0a-f45a5815366c_20250227T16:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] for my last initial. Can you please spell me your first name?
[AGENT][NEUTRAL] It is spelled [PII]
[AGENT][NEUTRAL] Last initial of [PII] and today's date will be the call reference.
[CUSTOMER][NEUTRAL] Thank you so much. I'm calling from Baptist Outpatient Services. I need to verify a patient's plan is active and how much is remaining in their outpatient services.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] May I please have a callback number and then the policy number?
[CUSTOMER][NEUTRAL] Sure. Callback number [PII]. Policy number is 08, I mean, sorry, 01829134 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Last name is [PII]
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Date of birth of the patient is [PII].
[AGENT][NEUTRAL] And you're calling in for benefits for this member for outpatient?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][POSITIVE] And the ability I'm pulling that up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And verification of coverage does not guarantee the payment of the claim. For this policy, it is showing that it's currently active. The effective date is [PII]. For outpatient, the member has up to $500 per calendar day that will go towards the primary insurance deductible, co-insurance, or co-pay.
[AGENT][NEUTRAL] This policy is for sickness and injury only. It will not cover any preventative or wellness. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much for your help. I appreciate it. You have a great rest of your day.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well.
[CUSTOMER][NEUTRAL] You too bye bye