AccountId: 011433970860
ContactId: a1500755-fab4-4153-bfa2-9f9de81a243d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109610 ms
Total Talk Time (AGENT): 48116 ms
Total Talk Time (CUSTOMER): 42498 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/a1500755-fab4-4153-bfa2-9f9de81a243d_20250102T20:48_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 wanted to see the benefits for a patient that's coming in on [PII] for a CT.
[AGENT][NEUTRAL] I can verify benefits. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, it's gonna be 02496519.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII].
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim.
[AGENT][NEUTRAL] So for outpatient.
[AGENT][NEUTRAL] This one allows per calendar day $750.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] $750 that's per day, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right, perfect. Is there any way I can have a reference number if you guys give out that?
[AGENT][NEUTRAL] Yes, it 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][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No, ma'am, that was about it. Thank you so much for your help.
[AGENT][POSITIVE] You are so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.