AccountId: 011433970860
ContactId: 9604ac45-c4ee-4915-862e-3f137fbce2ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123519 ms
Total Talk Time (AGENT): 50985 ms
Total Talk Time (CUSTOMER): 59358 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/9604ac45-c4ee-4915-862e-3f137fbce2ec_20250314T20:21_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] have a
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. I'm calling in regards to a patient who has the cap insurance with you guys. I just wanna see her max and remaining amount.
[AGENT][NEUTRAL] I can verify benefits. May I have your name and a policy number?
[CUSTOMER][NEUTRAL] Yes, of course. So my name is [PII]. I'm calling from Baptist Outpatient services and the policy number whenever you're ready.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] OK, policy number is 01611866 the letter M as in Mary, the letter L as in Lima, and then the number 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yeah, of course, call back number is gonna be [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] In
[CUSTOMER][NEUTRAL] [PII] and the date of birth is going to be [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised verification of coverage does not guarantee the payment of a claim.
[AGENT][NEUTRAL] And would this be for outpatient benefits?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Outpatient calendar year allows 1500.
[AGENT][NEUTRAL] And let me verify what she has available.
[AGENT][NEGATIVE] No benefits have been applied for [PII].
[CUSTOMER][NEUTRAL] OK, so just to verify that with you, [PII], she's her max amount is 1500 and she still has the remaining amount.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK, perfect, thank you so much. All I would need now is just a reference number for the call.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] It will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. Have a lovely day. Enjoy your Friday. Happy weekend.
[AGENT][POSITIVE] [PII], you're so welcome, and thank you for calling American Public Life. Have a great weekend. Bye-bye.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Bye bye.