AccountId: 011433970860
ContactId: e4cd02dc-7b69-4d74-b09a-65fee1c5d44e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138830 ms
Total Talk Time (AGENT): 68257 ms
Total Talk Time (CUSTOMER): 46041 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/e4cd02dc-7b69-4d74-b09a-65fee1c5d44e_20250305T18:57_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, my name is [PII]. I'm calling from Baptist Outpatient Services. I need to see if a patient's plan is active with you guys and how much is remaining in their outpatient services, please.
[AGENT][NEUTRAL] May I have a call back number and then the policy number?
[CUSTOMER][NEUTRAL] Sure. Callback number is [PII], no extension, and the policy number is 02145414 M as in Mary, L as in Larry, I mean number 8, sorry.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] First name [PII]. Last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] And you're calling in for eligibility and outpatient accumulatives?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, I'm pulling that up for you now, and it does show that the member is currently active. Effective date is [PII], and for outpatient verification of coverage does not guarantee the payment of the claim. This member does have up to $8000 per calendar year.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And that will go towards the primary insurance deductible, co-insurance, or co-pay.
[AGENT][NEGATIVE] This policy is for sickness and injury only. It will not cover any preventative or wellness and out of that $8000.
[AGENT][NEUTRAL] It looks like the member has used the total amount.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] $1,519.
[CUSTOMER][NEUTRAL] OK. Do you have the remaining by any chance?
[AGENT][NEUTRAL] That will be $6,554.80.
[CUSTOMER][POSITIVE] Thank you so much. Can you please um provide me the first initial to your last name and a reference number for the call?
[AGENT][NEUTRAL] The reference will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you so much. You have a great rest of your day.
[AGENT][POSITIVE] You're welcome thank you for calling American Public Life. Have a great day as well.