AccountId: 011433970860
ContactId: c0598a72-99ac-4c76-9093-f86764b047c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101000 ms
Total Talk Time (AGENT): 51158 ms
Total Talk Time (CUSTOMER): 37310 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/c0598a72-99ac-4c76-9093-f86764b047c5_20250428T17:05_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good afternoon [PII]. My name is [PII]. I'm calling from Baptist Outpatient Services. Uh, I'm trying to obtain outpatient benefits for a mutual patient.
[AGENT][NEUTRAL] OK, may I please have a callback number and then the policy number?
[CUSTOMER][NEUTRAL] Yes, callback number would be [PII] direct line and policy number is 02451554ML8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and the date of birth is [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.
[AGENT][NEUTRAL] It is showing that the policy effective date is [PII] and currently active, and for outpatients, the member has up to $500 per calendar day that will go towards the primary insurance deductible, co-insurance, or co-pay, and 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, that would be all for [PII]. Thank you very much. May I just have a reference number to this call?
[AGENT][NEUTRAL] Yes, the reference number will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Alright perfect thank you very much and I hope you have a great rest of your day today.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life. You have a great day as well.
[CUSTOMER][NEUTRAL] Bye.