AccountId: 011433970860
ContactId: d128ff2b-ee18-46ed-bf4d-7c6cb56fadd8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116160 ms
Total Talk Time (AGENT): 57082 ms
Total Talk Time (CUSTOMER): 49252 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/d128ff2b-ee18-46ed-bf4d-7c6cb56fadd8_20250204T14:36_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? My name is [PII]. I'm calling from Baptist Outpatient Services. I just need to verify benefits for a patient, please.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Can I get a callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, the policy number?
[CUSTOMER][NEUTRAL] It's um 02563062 ML8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the policy and you did say you were calling for outpatient benefits today?
[CUSTOMER][NEUTRAL] Um, correct. Outpatient freestanding.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, please be advised verifying benefits is not guarantee payment. Her policy has been effective since [PII]. It is still active for outpatient benefits, the policy pays up to $2000 a calendar year. She does have that full amount available for use at this time.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK [PII].
[CUSTOMER][NEUTRAL] Um, no, that will be all. So we would, since she has, um, Aetna's primary, we would just bill you guys after, right?
[AGENT][NEUTRAL] Yes, secondary with Aetna's um explanation of benefits.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] OK, perfect. All right, well thank you so much. I appreciate your help. Can I have a reference number, [PII]?
[AGENT][NEUTRAL] You're welcome, [PII]. To reference the call you'll use my name in today's date.
[CUSTOMER][NEUTRAL] OK, can I have the initial of your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right, thank you. I appreciate it. Have a good day.
[AGENT][POSITIVE] You have a wonderful day and thank you for calling APO. Bye bye.
[CUSTOMER][POSITIVE] All right, thank you, bye bye.