AccountId: 011433970860
ContactId: b8b28938-293f-40e4-993f-605e082d0a7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163419 ms
Total Talk Time (AGENT): 65927 ms
Total Talk Time (CUSTOMER): 31851 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/b8b28938-293f-40e4-993f-605e082d0a7d_20250401T15:00_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, good morning. My name is [PII]. I'm calling on behalf of Baptist Diagnostic Center to verify members gap benefits.
[AGENT][NEUTRAL] I can verify benefits. May I have a policy number?
[CUSTOMER][NEUTRAL] Sure, it's 189-476-9.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Just waiting on the system, one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised the verification of coverage does not guarantee the payment of a claim. Let me get this pulled up.
[AGENT][NEUTRAL] OK, it looks like the active policy number will be 02032991.
[AGENT][NEUTRAL] And for the benefits.
[AGENT][NEUTRAL] Outpatient calendar year allows $7350.
[CUSTOMER][NEUTRAL] And out of that $7350 is anything still remaining?
[AGENT][NEUTRAL] One moment, let's see.
[AGENT][NEUTRAL] She has used $247.22 for [PII].
[CUSTOMER][NEUTRAL] Alrighty, and if you can spell your first name for me please?
[AGENT][NEUTRAL] Yes, it's [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that's all, [PII]. Thank you so much. You enjoy your day.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.