AccountId: 011433970860
ContactId: a98f4d70-4345-4d2a-9904-ef92a613a120
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120199 ms
Total Talk Time (AGENT): 54922 ms
Total Talk Time (CUSTOMER): 34940 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/a98f4d70-4345-4d2a-9904-ef92a613a120_20250318T16:32_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] Hi, good afternoon, [PII]. My name is, sorry, [PII]. I'm calling from Baptist Outpatient Services to get the outpatient hospital benefits for patients care plan.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] 2491451
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And thank you so much [PII] for verifying the policy. You're calling in for outpatient benefits. Verification of coverage does not guarantee the payment of the claim. For this policy, the member has up to $250 per calendar day that will go towards the primary insurance deductible, co-insurance, or co-pay.
[AGENT][NEUTRAL] This policy is for sickness and injury only. It will not cover any preventative or wellness. Is there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, no, you just said it was $250 per day, correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Perfect. Can you spell out your name for me, please?
[AGENT][NEUTRAL] Yes, it is spelled [PII] and today's date will be the call reference.
[CUSTOMER][POSITIVE] Perfect. Thank you so much, [PII]. I appreciate it so much. Have a good day.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] No