AccountId: 011433970860
ContactId: 172405ea-8172-4ec3-bfd0-9d30dfa59022
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142500 ms
Total Talk Time (AGENT): 71316 ms
Total Talk Time (CUSTOMER): 35838 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/172405ea-8172-4ec3-bfd0-9d30dfa59022_20250205T15:18_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Baptist Outpatient Services, calling to see if a member is active and what their outpatient benefits are.
[AGENT][POSITIVE] OK, sure, I can assist you with the eligibility and outpatient benefits. And may I have a callback number just in case we get disconnected Miss [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Policy number is 02556439.
[AGENT][NEUTRAL] Thank you. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's [PII], and date of birth is [PII].
[AGENT][NEUTRAL] Thank you. All right. And before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage, and that's just a disclaimer. And we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical. And we have an outpatient maximum of 8700 per covered person per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK, so.
[CUSTOMER][NEUTRAL] 8000, 8000?
[AGENT][NEUTRAL] 8700.
[CUSTOMER][NEUTRAL] OK, and how much is remaining?
[AGENT][NEUTRAL] Um, I can check and see what's happened.
[AGENT][NEUTRAL] She has not used her benefits for [PII] as of today, so she still have the full amount available.
[CUSTOMER][NEUTRAL] OK, is there a reference number to the call?
[AGENT][NEUTRAL] We don't have reference numbers so you can use my name in today's state if you will. Do you need the spelling of my name or any other information, Miss [PII]?
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And then the first letter of your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Alright thank you so much have a good day.
[AGENT][POSITIVE] Newest [PII], thank you for calling APL. No problem.
[CUSTOMER][NEUTRAL] Bye.