AccountId: 011433970860
ContactId: 66e40658-8b05-44e3-84ef-6cc899c441a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143039 ms
Total Talk Time (AGENT): 56501 ms
Total Talk Time (CUSTOMER): 69674 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/66e40658-8b05-44e3-84ef-6cc899c441a0_20250428T20:55_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 was calling to verify a patient's um gap insurance.
[AGENT][NEUTRAL] I can verify your eligibility. [PII], may I have a policy number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, it's um 01920754 M as in Mike, L as in Lima, 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And the name?
[CUSTOMER][NEUTRAL] Name is [PII].
[CUSTOMER][NEUTRAL] Last name is [PII], I'm sorry, [PII]
[AGENT][NEUTRAL] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][POSITIVE] Mhm, OK, perfect.
[CUSTOMER][NEUTRAL] Um, let's see, [PII], uh, [PII], um, the patient has a, uh, has a CT scan where you'll be able to know how much does the patient has available for that type of, of, um, appointment.
[AGENT][NEUTRAL] Please be advised that verification of coverage does not guarantee the payment of a claim. Would that be for outpatient?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Outpatient per calendar date allows $500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Has the patient met anything? Oh no, you said it's for the day, right?
[AGENT][NEUTRAL] It, it's per calendar day. Yes.
[CUSTOMER][POSITIVE] Oh perfect, perfect. OK, thank you, [PII]. Um, can I get a reference number for the day for the call?
[AGENT][NEUTRAL] Yes, so we
[AGENT][NEUTRAL] It will be my name which is [PII] Last initial is [PII] along with today's date. [PII], I verify benefits and eligibility. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That will be all. Thank you so much, [PII].
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You too bye