AccountId: 011433970860
ContactId: ccf6df1c-c4f3-472a-a5f8-57178b712cfd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98900 ms
Total Talk Time (AGENT): 47708 ms
Total Talk Time (CUSTOMER): 36602 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/ccf6df1c-c4f3-472a-a5f8-57178b712cfd_20250108T14:50_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Thank you, [PII]. My name is [PII]. I'm calling from Baptist Hospital. I need to verify eligibility and benefits for a patient, please.
[AGENT][NEUTRAL] I can verify benefits. May I have a policy number?
[CUSTOMER][NEUTRAL] 01659400 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] May I have a good callback number for you please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth, [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised the verification of coverage does not guarantee the payment of a claim. Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I need outpatient hospital, how much the patient has to here and how much has been displaced.
[AGENT][NEUTRAL] Outpatient calendar year allows 7900. 1 moment.
[AGENT][NEGATIVE] No benefits have been applied for [PII].
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Can you please give me the reference number for this call?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that's all. Thank you very much and have a good day.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye bye.
[CUSTOMER][NEUTRAL] You too. Bye.