AccountId: 011433970860
ContactId: dbe93cd2-e853-4e08-9f0e-3db035b538cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108680 ms
Total Talk Time (AGENT): 38929 ms
Total Talk Time (CUSTOMER): 48138 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/dbe93cd2-e853-4e08-9f0e-3db035b538cb_20250508T19:09_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, good morning. I'm calling from Baptist Outpatient Services in regards to a mutual patient that has an upcoming exam. I wanted to see if you could help me with obtaining um benefits for outpatient hospital.
[AGENT][NEUTRAL] I can verify benefits. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Yes, of course. My name is [PII]. Policy number is 01972388ML8.
[AGENT][POSITIVE] Thank you. And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. I have the patience.
[CUSTOMER][NEUTRAL] Can I have your name as well?
[AGENT][NEUTRAL] Yes, it's [PII]. Last initial is [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have, may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim.
[AGENT][NEUTRAL] Outpatient per calendar day allows $500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty, so $500 a day, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][POSITIVE] Perfect. Thank you. Have a great day.
[AGENT][POSITIVE] Yeah I mean, you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.