AccountId: 011433970860
ContactId: b564fa94-18ba-4589-9f01-4bba622f2f4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93059 ms
Total Talk Time (AGENT): 47191 ms
Total Talk Time (CUSTOMER): 32018 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/b564fa94-18ba-4589-9f01-4bba622f2f4c_20250305T21:59_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] [PII] we went to.
[CUSTOMER][NEUTRAL] Hi [PII]. I'm calling from Baptist Outpatient Services. I just need to verify the outpatient benefits for a patient.
[AGENT][NEUTRAL] I can verify benefits, one moment.
[AGENT][NEUTRAL] May I have your name and the policy number?
[CUSTOMER][NEUTRAL] [PII] and policy number is 02286183.
[AGENT][POSITIVE] Thank you, [PII]. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII], uh [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Under this policy, outpatient.
[AGENT][NEUTRAL] Outpatient per calendar day allows $500.
[CUSTOMER][NEUTRAL] OK, so it's per day. OK, is there a reference number to the call?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] 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][POSITIVE] No, that was it. Thank you so much.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.