AccountId: 011433970860
ContactId: 9415bfd6-5ede-4dad-bb2a-9cf80d8a9a2c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108819 ms
Total Talk Time (AGENT): 51130 ms
Total Talk Time (CUSTOMER): 42048 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/9415bfd6-5ede-4dad-bb2a-9cf80d8a9a2c_20250326T18:46_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 with you guys is active, please.
[AGENT][NEUTRAL] I can verify eligibility, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Sure, 01842240.
[AGENT][POSITIVE] Thank you. 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] First name, [PII]. Last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This policy is effective [PII] and it is active.
[CUSTOMER][POSITIVE] OK, perfect. Can you tell me how much is remaining in the out of pocket, please?
[AGENT][NEUTRAL] Please be advised that verification of coverage does not guarantee the payment of a claim. For outpatient per occurrence, this plan allows $500.
[AGENT][NEUTRAL] So it's per condition.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Great. Can you please provide me, [PII], the first initial to your last name and a reference number for the call?
[AGENT][NEUTRAL] Yes, the reference number 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]. 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.