AccountId: 011433970860
ContactId: 4f51566b-3e16-4917-af31-3fb2159bfafb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146220 ms
Total Talk Time (AGENT): 75719 ms
Total Talk Time (CUSTOMER): 43049 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/4f51566b-3e16-4917-af31-3fb2159bfafb_20250423T19:56_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] Good afternoon [PII]. My name is [PII]. I'm calling from Baptist Outpatient Services to verify outpatient benefits for a member.
[AGENT][NEUTRAL] May I please have a callback number and then the policy number?
[CUSTOMER][NEUTRAL] Yes, callback number would be [PII] direct line and member's policy number is 0182442088ML8.
[AGENT][NEUTRAL] That is 01842088?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Thank you. And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, that would be [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And you're calling in for outpatient benefits for this member?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And this member does have a new policy number. Are you ready for that?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] It is 02.
[AGENT][NEUTRAL] 60.
[AGENT][NEUTRAL] 6945 and it does show that the policy effective date is [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] For outpatient verification of coverage does not guarantee the payment of the claim. This member does have up to $8700 per calendar year that will go towards the primary insurance deductible, co-insurance, or co-pay. 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, Gladys?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yes, has the patient accumulated anything this year so far?
[AGENT][NEGATIVE] As of right now, the member has not used any of their benefits.
[CUSTOMER][POSITIVE] OK perfect thank you very much [PII]. If I could just have a last name initial and a reference number to this call.
[AGENT][NEUTRAL] The reference number will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect thank you very much and I hope you have a great rest of your day today.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life. You have a great day as well.
[CUSTOMER][NEUTRAL] Bye bye.