AccountId: 011433970860
ContactId: 54ac0c08-1bf1-492f-a27d-1cf1a6fe3b47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121250 ms
Total Talk Time (AGENT): 43018 ms
Total Talk Time (CUSTOMER): 57388 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/54ac0c08-1bf1-492f-a27d-1cf1a6fe3b47_20250527T13:40_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], good morning. My name is [PII] calling from Baptist, uh, to check a patient's maximums and remaining amounts.
[AGENT][NEUTRAL] I can verify benefits for you, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, that one is 02575536. M as in Mike, L as in Lima, 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, that one is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] That one is [PII], and then [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. And which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Um, just the, mm, uh, amount met and how much max they have for outpatient this year.
[AGENT][NEUTRAL] Outpatient per calendar day allows $500.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] So per calendar.
[CUSTOMER][NEUTRAL] $500.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] Perfect, [PII], uh, can I just have your uh last name initial and also a reference number for the call?
[AGENT][NEUTRAL] Yes, the reference will be my name, which is [PII]. Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, [PII], thank you so much. That'll be all for today.
[AGENT][POSITIVE] You're so welcome and [PII]. Thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye.