AccountId: 011433970860
ContactId: 491c0961-9a90-4e42-9189-e85d353ffeea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129839 ms
Total Talk Time (AGENT): 56739 ms
Total Talk Time (CUSTOMER): 38798 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/491c0961-9a90-4e42-9189-e85d353ffeea_20250205T19:29_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, how are you? This is [PII]. I'm calling from Baptist Hospital. Um, I need to know, uh, how much money this patient has.
[AGENT][NEUTRAL] For outpatient inpatient office setting?
[CUSTOMER][NEUTRAL] Yeah, outpatient hospital facility.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] It's 01923350, M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], uh [PII].
[AGENT][POSITIVE] Thank you, and I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And verification of coverage does not guarantee the payment of the claim. For outpatient, the member has up to $1000 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. It would not cover any preventative or wellness. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] So it's 1000?
[AGENT][NEUTRAL] Per calendar day
[CUSTOMER][NEUTRAL] Per calendar day.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] I don't get it.
[AGENT][NEUTRAL] What do you mean you don't get it?
[CUSTOMER][NEUTRAL] Can I have a, it's OK. Um.
[CUSTOMER][NEUTRAL] Your name please?
[AGENT][NEUTRAL] It is [PII]. Would you like for me to spell that for you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It is spelled [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] last initial of [PII] and today's date will be used as the call reference.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright thank you so much bye bye.
[AGENT][POSITIVE] You're welcome. Thank you for