AccountId: 011433970860
ContactId: 5b9ad3cb-acbb-4644-8892-4650dcc13ea7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124800 ms
Total Talk Time (AGENT): 52172 ms
Total Talk Time (CUSTOMER): 53440 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=3.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/5b9ad3cb-acbb-4644-8892-4650dcc13ea7_20250623T16:12_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII]. I'm calling from Baptist Outpatient Services. I'm calling to verify a member's eligibility and their, uh, how much they have left on their gap insurance.
[AGENT][NEUTRAL] OK, I can help you with that, um, [PII], could I get a callback number?
[CUSTOMER][NEUTRAL] Yes, callback number will be [PII] and it'll be a direct line.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, policy number you're calling on?
[CUSTOMER][NEUTRAL] Policy number is going to be 01.
[CUSTOMER][NEUTRAL] 834-858
[CUSTOMER][NEUTRAL] M for Mike, L for Lima, 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying our policy and you said you're calling for eligibility and accumulations for outpatient benefits for [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, I show, uh, the policy has been effective since [PII]. It is still active. Let me see, outpatient benefit.
[AGENT][NEUTRAL] OK, I show she has the full $7900 available for [PII].
[CUSTOMER][POSITIVE] Perfect. So no accumulation.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] All right, I believe that's.
[CUSTOMER][POSITIVE] Uh, no, that'll be all. Thank you so much, [PII]. If I could just have the initial to your last name and the reference number for the call, please.
[AGENT][NEUTRAL] Uh, to reference the call, you will use my name and today's date, last name initial.
[AGENT][NEUTRAL] Uh, it's [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. You have a wonderful day.
[CUSTOMER][POSITIVE] Alright [PII], thank you so much for your help.
[CUSTOMER][POSITIVE] Thank you you as well bye.
[AGENT][POSITIVE] Thank you for calling APL.