AccountId: 011433970860
ContactId: f541ec5f-3ead-403a-adb2-f369261fdaf6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136149 ms
Total Talk Time (AGENT): 57441 ms
Total Talk Time (CUSTOMER): 41758 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/f541ec5f-3ead-403a-adb2-f369261fdaf6_20250528T15:22_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. This is [PII] calling from Baptist Outpatient Services. Um, I'm calling to obtain outpatient benefits for one member.
[AGENT][NEUTRAL] I can verify benefits. May I have a policy number?
[CUSTOMER][NEUTRAL] Um, yes. Well, uh, yeah, I have 02037623 ML 8.
[AGENT][POSITIVE] Thank you, may I have a good call back number for you?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you, may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], um [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[AGENT][NEGATIVE] Looks like this plan is no longer active.
[AGENT][NEUTRAL] Let's see, when they turn. One moment.
[AGENT][NEUTRAL] Looks like
[AGENT][NEUTRAL] This plan actually is turning 61 of 25.
[AGENT][NEUTRAL] So for outpatient calendar year, the benefit amount allows 7500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Has he accommodate anything by any chance?
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] $10.79 has been applied to outpatient.
[CUSTOMER][POSITIVE] OK. Perfect. Thank you so much, uh, [PII] right, [PII].
[AGENT][NEUTRAL] Yes, last initial is [PII] along with today's date will be your reference. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That would be all. Thank you so much. Appreciate your help.
[AGENT][POSITIVE] You're so welcome, and thank you for calling American Public Life Center. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Yeah, definitely. Thank you.