AccountId: 011433970860
ContactId: 25781a99-44bc-4dde-93d1-ee16b235cca8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112569 ms
Total Talk Time (AGENT): 56726 ms
Total Talk Time (CUSTOMER): 36047 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/25781a99-44bc-4dde-93d1-ee16b235cca8_20250513T12:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], good morning. My name is [PII]. I'm calling from Baptist. I need eligibility, please.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with eligibility. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. OK. Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Directly.
[CUSTOMER][NEUTRAL] I have 016.
[CUSTOMER][NEUTRAL] 72566
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII], and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] It's for outpatients.
[AGENT][NEUTRAL] OK, for outpatients, we cover up to 1250 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][POSITIVE] OK, perfect. All right, [PII], that's all I need for today. Thank you so much for your help. Have a wonderful day.
[AGENT][POSITIVE] OK. Well, since there isn't anything else I can assist you with, [PII], I thank you for calling ATL. You have a great day as well. Mm, bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.