AccountId: 011433970860
ContactId: b9f7b3cb-154f-42f0-b2e1-1b81c2f39135
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125800 ms
Total Talk Time (AGENT): 50146 ms
Total Talk Time (CUSTOMER): 48307 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/b9f7b3cb-154f-42f0-b2e1-1b81c2f39135_20250324T16:08_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Baptist Outpatient to check on benefits for a member.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] Yes, that's going to be.
[CUSTOMER][NEUTRAL] 024502
[CUSTOMER][NEUTRAL] 85, M for mother, L for Lima, 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you so much for verifying the policy and you did say you were calling for outpatient benefits today.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, please be advised verifying benefits is not guaranteed payment. The policy's been effective since [PII]. It is still active. I show for outpatient benefits this policy pays up to $3000 a day. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mm, it's so they're eligible up to 3000 a day. When did the policy start? eligibility dates?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Any termination date?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Not at this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, Ms. [PII], I'll take a call reference number please.
[AGENT][NEUTRAL] Yes ma'am, to uh to reference the call you'll use my name and today's date.
[CUSTOMER][NEUTRAL] OK, and that's [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, all right, thank you so much you have a good day.
[AGENT][POSITIVE] You're welcome you have a wonderful day yourself thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] Mm bye bye bye.