AccountId: 011433970860
ContactId: ddf18060-8a30-4e44-a095-6d3dbecf77f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123980 ms
Total Talk Time (AGENT): 57044 ms
Total Talk Time (CUSTOMER): 47941 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/ddf18060-8a30-4e44-a095-6d3dbecf77f1_20250204T17:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Baptist Outpatient Services. I'm calling in regards to a patient and their gap insurance.
[AGENT][NEUTRAL] OK. May I please have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and the callback number is [PII].
[AGENT][NEUTRAL] And [PII], may I please have the policy number?
[CUSTOMER][NEUTRAL] Yes, of course. It's gonna be 01481601 ML8.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, yes, it's gonna be [PII] and it's gonna be [PII].
[AGENT][POSITIVE] And thank you so much, [PII] for verifying the policy. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, so this patients coming in to do an outpatient um an outpatient exam for an MRI. I just wanna see the benefits and if they have used any of the benefits, yeah.
[AGENT][NEUTRAL] OK, and is this within an out outpatient facility free standing or diagnostic facility?
[CUSTOMER][NEUTRAL] Uh, diagnostic facility. Outpatient, in other words?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And thank you so much for verifying the policy. Verification of coverage does not guarantee the payment of the claim. You're calling in for outpatient benefits. The member has up to $500 per calendar day that will go towards the primary insurance deductible, co-insurance, or co-pay. This policy is for sickness and injury only. It will not cover any preventative or wellness. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No, I think that was about it. Thank you so much for all your help today.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you bye.