AccountId: 011433970860
ContactId: 6363559d-42ef-4833-8bee-45a9976e20d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139389 ms
Total Talk Time (AGENT): 68679 ms
Total Talk Time (CUSTOMER): 67138 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/6363559d-42ef-4833-8bee-45a9976e20d0_20250219T14:17_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] can be
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Baptist Diagnostic. I'm just calling to verify a patient's benefits.
[AGENT][POSITIVE] OK, I can help you with that.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] May I have, um, can I get your name one more time? I apologize.
[CUSTOMER][NEUTRAL] Of course, my name's [PII]
[AGENT][NEUTRAL] And at least
[AGENT][NEUTRAL] OK, and then [PII], could I get a callback number for you?
[CUSTOMER][NEUTRAL] Of course our callback number is [PII].
[AGENT][NEUTRAL] Thank you. And the policy number you're calling on?
[CUSTOMER][NEUTRAL] You are on hold. Yes.
[AGENT][POSITIVE] I'm sorry about that.
[CUSTOMER][NEUTRAL] It's OK. The policy number is 02565543.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] First name is [PII], and last name is [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. And the date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much for verifying the policy and you did say you were calling for outpatient benefits.
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, please be advised verifying benefits does not guarantee payment. The policy has been effective since [PII]. It is still active.
[AGENT][NEUTRAL] For outpatient benefits, the policy pays up to $6000.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] A calendar year.
[CUSTOMER][NEUTRAL] And how much has he used this year?
[AGENT][NEUTRAL] I show let me make.
[AGENT][NEUTRAL] The full amount is available at this time. Let me make sure. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Could I just get a reference number please?
[AGENT][NEUTRAL] To reference our call, you will use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] Bye
[CUSTOMER][POSITIVE] OK, and then today's date 2-19-25. OK, perfect, thank you so much. Have a nice day.
[AGENT][POSITIVE] You're welcome you have a wonderful day. Thank you for calling APL bye bye.
[CUSTOMER][POSITIVE] Bye thank you bye.