AccountId: 011433970860
ContactId: 1e2e270a-0f55-41c1-af20-c9c52403d57d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203050 ms
Total Talk Time (AGENT): 81500 ms
Total Talk Time (CUSTOMER): 54870 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/1e2e270a-0f55-41c1-af20-c9c52403d57d_20250616T13:03_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling ATL. My name is [PII].
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] with AdventHealth. How are you today?
[AGENT][POSITIVE] I am good, [PII]. How are you today?
[CUSTOMER][NEUTRAL] I'm good, thanks for asking. I'm calling on a patient who's coming to us for a surgery procedure on the [PII] of this month, and I was just wanting to obtain benefits and eligibility if I could.
[AGENT][NEUTRAL] Of course of course [PII] what is your callback number?
[CUSTOMER][NEUTRAL] The direct number [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, what is the policy number please for the member?
[CUSTOMER][NEUTRAL] Uh, I have 024.
[CUSTOMER][NEUTRAL] 934.
[CUSTOMER][NEUTRAL] 93 M like Mary L like Lima, the number 8.
[AGENT][NEUTRAL] OK, thank you [PII], one moment.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you very much. And you're calling for eligibility and benefits for outpatient surgery, is that correct? And is it in a facility or is this office setting?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh, facility please.
[AGENT][NEUTRAL] OK, of course, thank you so much. Um, she shows effective as of [PII]. Her policy shows active as a supplemental.
[AGENT][NEUTRAL] And for outpatient benefits, please note verification of benefits provided does not guarantee payment, we will pay up to $1500 for the calendar here.
[AGENT][NEUTRAL] I can also check to see if anything has been accumulated towards that, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, that'd be great thank you. So is this kind of like a uh limited benefits plan?
[AGENT][NEUTRAL] Um, this is her secondary or some people call it, but we help with her major medicals, deductible co-pay and or co-insurance based on coverage.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And for this here let me check to see if anything has been accumulated towards that.
[AGENT][NEUTRAL] Currently she has accumulated $350.
[CUSTOMER][NEUTRAL] You said $350 even?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Perfect, I think that's all I was needing, Miss [PII]. Is there a reference number for our call?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Uh, you're welcome. We do not use reference numbers, [PII]. Please use my name and today's date. My last initials [PII] like.
[CUSTOMER][POSITIVE] Awesome thank you so much I appreciate your help, Miss [PII]. I hope you have a lovely rest of your day.
[AGENT][POSITIVE] You as well, [PII], and thank you so much for calling HL. Take care bye.
[CUSTOMER][POSITIVE] Thank you bye bye.