AccountId: 011433970860
ContactId: f5109980-c467-44ab-9973-dc4be9bddcb6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195119 ms
Total Talk Time (AGENT): 61098 ms
Total Talk Time (CUSTOMER): 103292 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/f5109980-c467-44ab-9973-dc4be9bddcb6_20250108T21:12_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]. Good afternoon. My name is [PII]. I'm calling from Baptist registration, um, in regards to a mutual patient who came in for an urgent care visit. We just wanted to check um if her policy was active.
[AGENT][NEUTRAL] I can verify eligibility, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, um, the policy number of the patient is 016.
[CUSTOMER][NEUTRAL] 116
[CUSTOMER][NEUTRAL] 37 M as in Mary, L as in Lima, and the number 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], 0 sorry. Um, I, I'll just get this one because we're working from home. [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the patient's name is [PII] and his date of birth is
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much for verifying that for me, ma'am. And um do they have outpatient benefit allotments still for urgent care co-pays?
[AGENT][NEUTRAL] Please be advised that verification of coverage does not guarantee the payment of a claim. So outpatient calendar year allows 1500.
[AGENT][NEUTRAL] And let me verify the accumulations.
[AGENT][NEUTRAL] No benefits have been applied for [PII], so they still have the full benefit.
[CUSTOMER][POSITIVE] Beautiful. Thank you so much. Um, and, um, also, I see here on the card, I don't see it listed on the card, but it's a field in my registration area. So I just wanted to see if by any chance, um, if you had the group name for this policy for this patient.
[AGENT][NEUTRAL] Sure, one moment.
[AGENT][NEUTRAL] It will be City of [PII].
[CUSTOMER][NEUTRAL] City of who, uh, thank you, ma'am. And if I could just have um your first name, the first letter of your last name, as well as the reference number for the call.
[AGENT][NEUTRAL] Yes, it will be [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that'll be all, [PII]. Thank you so much for all your help and I hope you have a great rest of your trip.
[AGENT][POSITIVE] You are so welcome, [PII], and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah, bye-bye.