AccountId: 011433970860
ContactId: 63a017f6-a544-4e73-981e-7e85641b0a60
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181679 ms
Total Talk Time (AGENT): 84876 ms
Total Talk Time (CUSTOMER): 62253 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/63a017f6-a544-4e73-981e-7e85641b0a60_20250602T20:00_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, I'm calling from Baptist Outpatient services. I'm calling over mutual patients to see their benefits for outpatient services.
[AGENT][NEUTRAL] OK. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII] and the callback number will be [PII].
[AGENT][NEUTRAL] And that was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and may I please have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's going to be 60801.
[AGENT][NEUTRAL] OK, that's not the member's policy number, that's our electronic payer ID.
[CUSTOMER][NEUTRAL] Um, let me see, it's the one we have on file. Let me see if.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It says payer ID. It doesn't tell me I have a group number but.
[AGENT][NEUTRAL] It will be the outpatient benefit certification number.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 02214106 ML 8.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] And thank you so much [PII] for verifying the policy. You're calling in for outpatient benefits. Verification of coverage does not guarantee the payment of the claim.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] The policy effective date is [PII] for outpatient, the member has up to $1500 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 does not cover any preventative or wellness. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Just if she has met any of that 1500.
[AGENT][NEUTRAL] Let me check that members accumulative.
[AGENT][NEUTRAL] And for this member it does show that they have used the total amount of $1400.
[CUSTOMER][NEUTRAL] OK, and just to verify it's only not for preventive care.
[AGENT][NEUTRAL] It's not for preventative or wellness.
[CUSTOMER][NEUTRAL] OK, can I just get your name and a reference number for the call?
[AGENT][NEUTRAL] Yes, the first name will be [PII], which is spelled [PII] with the last initial [PII] and today's date as the call reference.
[CUSTOMER][POSITIVE] Thank you so much [PII]
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you