AccountId: 011433970860
ContactId: 79c539ef-4f2e-40cf-b5ff-9bb65a72faf7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118389 ms
Total Talk Time (AGENT): 50147 ms
Total Talk Time (CUSTOMER): 45698 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/79c539ef-4f2e-40cf-b5ff-9bb65a72faf7_20250616T16:27_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] Hi [PII], my name is [PII]. I'm calling from Baptist Outpatient Services. I'm calling because the patient, uh, called us back advising that she updated her date of birth for you guys so then we could obtain the outpatient benefits.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can take a look at that for you. uh, [PII], get a, could I get a callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] Uh, policy number, give me just a second.
[CUSTOMER][NEUTRAL] Says here uh 02034685 ML 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Where is it? Where did it go? Uh, [PII] 3966.
[AGENT][POSITIVE] OK, thank you so much for verifying the policy and you did.
[AGENT][NEUTRAL] Let's see here
[AGENT][NEUTRAL] You say you're calling for outpatient benefits?
[CUSTOMER][NEUTRAL] Yeah, I just need to know her max and then what's remaining.
[AGENT][NEUTRAL] OK, please be advised verifying benefits does not guarantee payment.
[AGENT][NEUTRAL] Uh, for outpatient benefits, the policy will pay up to $6800 a calendar year. I show she has the full amount available. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that was it. What's the reference number for the call?
[AGENT][NEUTRAL] To reference the call, you'll use my name and today's date.
[CUSTOMER][NEUTRAL] And then what's the first letter of your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII]. Awesome thank you so much have a good day.
[AGENT][POSITIVE] You're welcome. You have a wonderful day and thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.