AccountId: 011433970860
ContactId: 7a42b52a-0730-483c-ba5f-11e02c72ab4e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147679 ms
Total Talk Time (AGENT): 65487 ms
Total Talk Time (CUSTOMER): 53009 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/7a42b52a-0730-483c-ba5f-11e02c72ab4e_20250513T15:07_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 need to see if a patient's plan is active with you guys and how much is remaining in their outpatient um benefits, please.
[AGENT][NEUTRAL] I can verify benefits and eligibility, [PII], may I have a policy number?
[CUSTOMER][NEUTRAL] Sure. It's 259-7474.
[AGENT][NEUTRAL] And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, [PII], no extension.
[AGENT][NEUTRAL] Thank you, may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]'s 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 a claim. This plan is effective [PII] and it is active.
[AGENT][NEUTRAL] And for benefits, outpatient calendar year allows $4000.
[AGENT][NEUTRAL] Let me see what the balance remaining is.
[AGENT][NEUTRAL] They have used $59 towards the [PII].
[CUSTOMER][NEUTRAL] OK, and you said that it was 4000?
[AGENT][NEUTRAL] That is correct for calendar year.
[CUSTOMER][NEUTRAL] And they used, and they used how much already? I'm sorry?
[AGENT][NEUTRAL] $59.
[CUSTOMER][NEUTRAL] Because I have to calculate the remaining.
[CUSTOMER][NEUTRAL] OK. $59. Uh-huh.
[CUSTOMER][NEUTRAL] $59 flat.
[AGENT][NEUTRAL] Even, yes, ma'am. So they have 3941 remaining.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. If you could please provide me the first initial to your last name and a reference number for this call, please?
[AGENT][NEUTRAL] 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 it. Thank you so much, [PII], for your help. You have a great rest of your day.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You as well. Bye-bye.