AccountId: 011433970860
ContactId: 21159637-5590-4c5b-885f-c970312e0855
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253979 ms
Total Talk Time (AGENT): 65741 ms
Total Talk Time (CUSTOMER): 54197 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/21159637-5590-4c5b-885f-c970312e0855_20250603T13:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Baptist Hospital. I'm calling to get the outpatient benefits for this patient.
[CUSTOMER][NEUTRAL] For a patient that I have.
[AGENT][POSITIVE] I can help you with benefits. Um, can I get your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] My name is [PII]. Last name initial is [PII]
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][POSITIVE] Thank you so much. And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I do. It's 02.
[CUSTOMER][NEUTRAL] 59
[CUSTOMER][NEUTRAL] 84.
[CUSTOMER][NEUTRAL] 09
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] OK, give me just one moment while I look that up.
[CUSTOMER][NEUTRAL] Yeah, it's going to be an outpatient hospital, OK?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can I get you to verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] And let me pull up what their outpatient benefits will be.
[AGENT][NEUTRAL] I do wanna say that this is just a verification of benefits and not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like he has an outpatient benefit maximum of up to $1250 per calendar year.
[AGENT][NEUTRAL] With a $0 deductible per calendar year for outpatient services.
[AGENT][NEUTRAL] Was there anything specific?
[CUSTOMER][NEUTRAL] And how much have they used the 1250?
[AGENT][NEUTRAL] OK, let me look.
[CUSTOMER][NEUTRAL] Yeah, how much are they use of the 1250?
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Looks like he's only used 200.
[CUSTOMER][NEUTRAL] Alrighty, so our main thing they still have um 100,150.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Can I have the effective date?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] This policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and can I have your name and um.
[CUSTOMER][NEUTRAL] And the reference number for this call?
[AGENT][NEUTRAL] OK, so we don't have reference numbers, but you can use my name and last initial in today's date. So [PII] and today's date.
[CUSTOMER][NEUTRAL] OK, so let me see reference number.
[CUSTOMER][NEUTRAL] It's [PII] 06032025.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Alrighty, thank you so so much.
[AGENT][POSITIVE] Great, thank you for calling ATL as well.