AccountId: 011433970860
ContactId: 5009562d-4f7f-43af-8944-e1ce06d428d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123220 ms
Total Talk Time (AGENT): 59441 ms
Total Talk Time (CUSTOMER): 40327 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/5009562d-4f7f-43af-8944-e1ce06d428d3_20250421T16:23_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]. I'm calling from Baptist Outpatient Services. I'm calling for a patient and their gap insurance.
[AGENT][NEUTRAL] OK, may I please have a call back number and then the policy number?
[CUSTOMER][NEUTRAL] Yes, the callback number is [PII] and the policy number is 02451554ML8.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the patient's name is [PII], and date of birth is [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in for benefits for this member?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And is this for outpatient inpatient or an office setting?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] I'm pulling that information up for you now.
[AGENT][NEUTRAL] And for this member, verification of coverage does not guarantee the payment of the claim. For outpatient, it does show that the member has benefits which covers up to $500 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 will not cover any preventative or wellness.
[AGENT][NEUTRAL] And for the effective date it is showing [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] So this won't cover if she's doing an X-ray. I just wanna understand that part.
[AGENT][NEUTRAL] If it's due to sickness or injury and not preventative or wellness.
[CUSTOMER][POSITIVE] OK. All right, perfect. Thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye
[AGENT][NEUTRAL] OK.