AccountId: 011433970860
ContactId: d5d4172f-7e32-4970-a9c7-8fcce3d45914
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167419 ms
Total Talk Time (AGENT): 65407 ms
Total Talk Time (CUSTOMER): 70167 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/d5d4172f-7e32-4970-a9c7-8fcce3d45914_20250114T16:11_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, [PII]. My name is [PII]. I'm calling from Baptist Outpatient Services. I need to see if um the patient's benefits are active and how much is remaining for outpatient, please.
[AGENT][NEUTRAL] I'll be happy to verify benefits, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Sure, the policy number is 60801.
[AGENT][NEUTRAL] I do apologize. That is our payer ID.
[CUSTOMER][NEUTRAL] OK, let me see if I have a copy of the insurance on file because that's what they put here. Give me one second, please.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Here we go. D.
[CUSTOMER][NEUTRAL] I have a
[CUSTOMER][NEUTRAL] Group number
[AGENT][POSITIVE] I can use that.
[CUSTOMER][NEUTRAL] 23811.
[CUSTOMER][NEUTRAL] Yeah, I don't see a plan number. It says insured covered group number, effective date plan.
[AGENT][NEUTRAL] May I have a first and last name?
[CUSTOMER][NEUTRAL] Oh maybe outpatients are.
[CUSTOMER][NEUTRAL] Sorry. Um the first name is [PII], last name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] No worries.
[AGENT][POSITIVE] Thank you for verifying that information. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you, and I show the policy number is 02559117.
[AGENT][POSITIVE] This plan is effective.
[CUSTOMER][NEUTRAL] Can you repeat that? I'm sorry, one more time for me.
[AGENT][NEUTRAL] Yes, it's 02559117.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're so welcome. This plan is effective [PII] and it is active.
[AGENT][NEUTRAL] And the outpatient benefit allows $1000 per calendar year.
[AGENT][NEUTRAL] And let's see her accumulation.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] No benefits have been applied for [PII].
[CUSTOMER][NEUTRAL] Perfect. Um, could you please provide me the first initial to your last name and a reference number for this call?
[AGENT][NEUTRAL] Yes, the reference will be my name, which is [PII]. Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you so much, [PII]. You have a great rest of your 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 bye.