AccountId: 011433970860
ContactId: 64918d39-fb6c-4601-bfa4-0810ba6937e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114720 ms
Total Talk Time (AGENT): 51922 ms
Total Talk Time (CUSTOMER): 58602 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/64918d39-fb6c-4601-bfa4-0810ba6937e5_20250128T16:53_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 afternoon [PII]. Good morning, [PII]. I'm [PII] from Baptist Hospital. I'm calling in regards to a mutual mutual patient check eligibility and benefits.
[AGENT][NEUTRAL] OK, I can help you with that. Could I get your name again and a callback number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes. So it'll be [PII] and the callback number is [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] Excuse me, I'm so sorry, excuse me. Um, it is 02404592 ML 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] So, last name will be [PII]. First name is [PII], and the date of birth would be [PII].
[AGENT][NEUTRAL] OK, thank you so much for verify verifying the account and you're calling for, uh, is this for outpatient benefits and eligibility?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm so sorry again, I keep yawning on the phone. Uh yes. Uh, it is.
[AGENT][NEUTRAL] OK, please. OK. Please be advised verifying benefits does not guarantee payment. Her policy with us has been effective since [PII]. It is still active. For outpatient benefits, the policy pays up to $500 a day. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Um, no. Can I get a reference number, so just your name and today's date?
[AGENT][NEUTRAL] It is my name and today's date.
[CUSTOMER][POSITIVE] Awesome. OK, bye-bye. Thank you.
[AGENT][POSITIVE] You have a wonderful day. Thank you for calling APO. Bye bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.