AccountId: 011433970860
ContactId: 9d2efdd8-8347-4fcd-bd30-d8af0aa70623
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103589 ms
Total Talk Time (AGENT): 40928 ms
Total Talk Time (CUSTOMER): 45241 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/9d2efdd8-8347-4fcd-bd30-d8af0aa70623_20250619T20:43_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'm calling to verify patients outpatient benefits.
[AGENT][NEUTRAL] I can verify benefits [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes. The policy number is going to be 02543184ML8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, it's going to be [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and the last name is [PII] [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] Outpatient per calendar day allows $1000.
[CUSTOMER][NEUTRAL] Per calendar day?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK perfect that's basically all I needed and now I just need a reference number and just your last name initial.
[AGENT][NEUTRAL] Yes, the reference will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much [PII].
[AGENT][POSITIVE] [PII], you're so welcome. And thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] You too thank you.