AccountId: 011433970860
ContactId: 2fc13673-7277-43ee-b60c-fc8855b8b8e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154660 ms
Total Talk Time (AGENT): 70138 ms
Total Talk Time (CUSTOMER): 55318 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/2fc13673-7277-43ee-b60c-fc8855b8b8e3_20250522T15:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, good afternoon, my name is [PII]. I'm calling from Baptist Hospital inquiring about the eligibility of one of our patients, please.
[AGENT][POSITIVE] I'm sure [PII] I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] It's [PII] and my extension is [PII].
[AGENT][NEUTRAL] OK. Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] It's 01678796 M for Mary, L for Larry, 8.
[AGENT][NEUTRAL] OK. Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK. Thank you 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]. The policy is still active, and is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] It would be for outpatient benefits please.
[AGENT][NEUTRAL] OK, for outpatients, we cover up to 3000 per calendar year and that's for the copay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK, and how much have they used up so far?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Um, so far she has used $2,689.70.
[CUSTOMER][NEUTRAL] You said $2,689 and how many cents? I'm sorry?
[AGENT][NEUTRAL] 70 cents.
[CUSTOMER][NEUTRAL] 70 cents got it. OK, um, may I just have your name again for the reference number please?
[AGENT][NEUTRAL] Um, yes, my name is [PII]. It's spelled [PII] and my last initial is [PII]. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Uh, that would be all for today. Thank you for your help.
[AGENT][POSITIVE] OK, thank you, [PII], for calling ATL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You as well bye bye.