AccountId: 011433970860
ContactId: e2a28220-715e-4a16-9628-73194480d268
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113730 ms
Total Talk Time (AGENT): 54679 ms
Total Talk Time (CUSTOMER): 45021 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/e2a28220-715e-4a16-9628-73194480d268_20250228T20:00_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 have a patient in, I mean a patient coming to our facility for an exam and I need to see if their plan is active with you guys and how much is remaining in their outpatient services.
[AGENT][NEUTRAL] I'll be happy to verify benefits and eligibility, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Sure, it is 01845808, M as in Mary, L as in Larry 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, [PII], no extension.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. This plan is effective [PII] and it is active.
[AGENT][POSITIVE] We get the benefits pulled up.
[AGENT][NEUTRAL] Outpatient calendar year allows $1000.
[AGENT][NEUTRAL] Let me verify accumulations.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] No benefits have been applied for 2025.
[CUSTOMER][NEUTRAL] OK perfect um can you please provide me the first initial to your last name and a reference number for the call?
[AGENT][NEUTRAL] Yes, the reference will be my name, which is [PII]. Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that's it. You've been very helpful, [PII]. Thank you so much and you have a great rest of your day.
[AGENT][POSITIVE] You are so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye bye.