AccountId: 011433970860
ContactId: f77bc49f-9875-451e-869a-624f70f33eff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95959 ms
Total Talk Time (AGENT): 41928 ms
Total Talk Time (CUSTOMER): 36411 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/f77bc49f-9875-451e-869a-624f70f33eff_20250318T20:41_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], this is [PII] from Baptist Outpatient Services, and I was calling to get benefits on a patient.
[AGENT][NEUTRAL] I can verify benefits. May I have a policy number?
[CUSTOMER][NEUTRAL] 02564467 M as in Mary, L as in Larry, the number 8.
[AGENT][POSITIVE] Thank you, may I have a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised the verification of coverage does not guarantee the payment of a claim.
[AGENT][NEUTRAL] Outpatient per calendar day allows 1500.
[CUSTOMER][NEUTRAL] OK, so it's 1500 per day.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And this is all dependent.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Can I get a reference number for our call?
[AGENT][NEUTRAL] Yes, it 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 all I needed. Have a great day. Bye.
[AGENT][POSITIVE] Thank you for, thank you for calling Ame.