AccountId: 011433970860
ContactId: 97b579ec-dbd4-4126-910a-6081b4f15e36
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99580 ms
Total Talk Time (AGENT): 44426 ms
Total Talk Time (CUSTOMER): 40751 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/97b579ec-dbd4-4126-910a-6081b4f15e36_20250307T13:50_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] Good morning. I'm calling from Baptist Health to check patient eligibility and benefits, please.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have your name and a policy number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and our patient's policy number is 02216476ML8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII], born.
[CUSTOMER][NEUTRAL] [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] Which benefit can I provide you?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Um, outpatient hospital, please.
[AGENT][NEUTRAL] Outpatient per calendar day allows $200.
[CUSTOMER][POSITIVE] Perfect, $200 per calendar date.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Alrighty that sounds good thank you so much for your help today.
[AGENT][POSITIVE] [PII], you're so welcome. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No, that's gonna be it.
[AGENT][POSITIVE] Thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.