AccountId: 011433970860
ContactId: 9aad3496-e9f0-443e-98e1-d8d30cf119c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172639 ms
Total Talk Time (AGENT): 75982 ms
Total Talk Time (CUSTOMER): 79542 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/9aad3496-e9f0-443e-98e1-d8d30cf119c5_20250203T17:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, good afternoon. Uh, my name is [PII] Last name initial [PII]. I'm calling from Baptist Outpatient Services. Uh, I'm calling in regards to a patient. I want to check their, um, available amount for outpatient services.
[AGENT][NEUTRAL] OK, may I have a callback number and then the policy number?
[CUSTOMER][NEUTRAL] [PII] policy number is 01972388 M as in Mike L as in Lima and the number 8.
[CUSTOMER][POSITIVE] And I'm so sorry, could you repeat your name for me, please?
[AGENT][NEUTRAL] May I have the
[AGENT][NEUTRAL] It is [PII] that is spelled [PII] and today's date will be the call reference. May I have the patient's name and date of birth? You're welcome.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Yes, it is [PII] Last name is [PII]. It's spelled [PII], and the date of birth is [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy you're calling in for outpatient benefits. I can assist you with that. I'm pulling that up for you now.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][NEUTRAL] You're welcome, and verification of coverage does not guarantee the payment of the claim. For outpatient, the member has up to $500 per calendar day that will go towards the primary insurance deductible, co-insurance, or co-pay. This policy is for sickness and injury only. It will not cover any preventative or wellness. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] I'm sorry, could you repeat that number again for me?
[AGENT][NEUTRAL] $500 per calendar day.
[CUSTOMER][NEUTRAL] So, each day, she can max out $500 for deductible or co-insurance.
[AGENT][NEUTRAL] That $500 per calendar day will go towards the primary insurance deductible, co-insurance, and co-pay.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much for your help. Uh, that was all that I needed and you said that today's date will serve as the reference number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It is my first name, last initial, and today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help have a good one bye bye.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well.
[CUSTOMER][NEUTRAL] You too bye bye.