AccountId: 011433970860
ContactId: 0b15eedb-4cc3-46c3-97a8-ab0fd08f15bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126120 ms
Total Talk Time (AGENT): 82991 ms
Total Talk Time (CUSTOMER): 35798 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/0b15eedb-4cc3-46c3-97a8-ab0fd08f15bf_20250515T15:41_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from Baptist Outpatient Services. My name is [PII], calling to obtain um benefits for an exam a patient is coming in for.
[AGENT][NEUTRAL] Yes, we can help with that. What is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] It is 02556462 ML7.
[AGENT][POSITIVE] Thank you, the patient's name is.
[CUSTOMER][NEUTRAL] Can I have the initial to your last name?
[AGENT][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Patients
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. While I'm looking this up, if I can just have a callback number please, the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you very much. Um, the policy went into effect on [PII]. is active. Now, what we will do for outpatient services as well as treatment within a physician's office, is we will pick up the deductible, co-payment or co-insurance from the major medical, up to $8700 per calendar year.
[AGENT][NEUTRAL] That is just a verification of benefits, not a guarantee of payment. It doesn't include the office visit co-pay. So treatment within the physician's office or uh outpatient services, um, we will do that now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK, and
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] How much has been used?
[AGENT][NEUTRAL] Yes, so so far she has used um $3000 let's see what we have $3,481.26 of that $8700. So it looks like she has a remaining balance.
[AGENT][NEUTRAL] $5,218.74. And again, that is just a verification that that's not against the payment.
[AGENT][NEUTRAL] Is there anything else at all that I can tell you about the secondary or gap insurance?
[CUSTOMER][POSITIVE] No, that'll be all. Thank you for your help. I hope you have a wonderful day.
[AGENT][POSITIVE] OK, thanks for contacting ATM. Have a good day.