AccountId: 011433970860
ContactId: 4cb4fa36-c06b-4432-8c23-2a55642458ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200000 ms
Total Talk Time (AGENT): 66631 ms
Total Talk Time (CUSTOMER): 66408 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/4cb4fa36-c06b-4432-8c23-2a55642458ea_20250121T16:42_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 [PII]. My name is [PII]. I'm calling from Baptist Outpatient Services. I am calling because I wanted to see, um, I wanted to know the calendar year amount and remaining balance as an outpatient for a member.
[AGENT][NEUTRAL] May I please have a callback number and then the policy number?
[CUSTOMER][NEUTRAL] [PII]. And I also have policy number.
[CUSTOMER][NEUTRAL] Oh, I actually don't have it. Let me one second.
[CUSTOMER][NEUTRAL] Can I give you the patient's name and date of birth? Because I don't have the policy number completed.
[AGENT][NEUTRAL] May I have the first and last name, please?
[CUSTOMER][NEUTRAL] First name is [PII].
[CUSTOMER][NEUTRAL] And the last name is [PII].
[AGENT][NEUTRAL] Could you spell that for me?
[CUSTOMER][NEUTRAL] The, the first name or last name?
[AGENT][NEUTRAL] The last name to make sure it's correct please.
[CUSTOMER][NEUTRAL] [PII] is [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] And I did pull that member up and you were calling in for outpatient benefits.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, for an, yeah, so it's gonna be benefits for outpatient free standing facility.
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] And for this member, verification of coverage does not guarantee the payment of the claim. For outpatient, the member has up to $750 per calendar day that will go towards the primary insurance deductible, co-insurance, or co-pay. This policy is for sickness and injury only. It does not cover any preventative or wellness. And for the policy number, are you ready for that?
[CUSTOMER][NEUTRAL] Yes, go ahead.
[AGENT][NEUTRAL] It is 02444753.
[CUSTOMER][POSITIVE] Perfect. Thank you so much, [PII]. So they have $750 daily, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Perfect. Can I have um
[CUSTOMER][NEUTRAL] Uh, your last initial and a reference number for the call?
[AGENT][NEUTRAL] The reference number will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect. Thank you. You have a great rest of your day.
[AGENT][POSITIVE] You're welcome and thank you so much for calling American Public Life. You have a great day as well.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] Thank you bye.