AccountId: 011433970860
ContactId: 650dc13e-d0dd-4285-9538-0f071ac0e3d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106879 ms
Total Talk Time (AGENT): 49260 ms
Total Talk Time (CUSTOMER): 36680 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/650dc13e-d0dd-4285-9538-0f071ac0e3d0_20250318T20:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling from Baptist Outpatient Services. I'm calling to see the outpatient benefits, remember.
[AGENT][NEUTRAL] I can verify benefits. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, it's 01435605 MLH.
[AGENT][POSITIVE] Thank you, may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of the claim. Outpatient calendar year lasts 2500.
[AGENT][NEUTRAL] It will pick up the copays, the co-insurance, and our deductible up to the $2500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And has any been accumulated for the calendar year?
[AGENT][NEGATIVE] No benefits have been applied for [PII].
[CUSTOMER][NEUTRAL] OK, thank you for all your help today, [PII]. Could I have the initial to your last name please and a reference number for this 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, that's all. Thank you for all your help today.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. You as well bye.