AccountId: 011433970860
ContactId: 35204325-25c9-47c0-b920-d02b71d2639f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145580 ms
Total Talk Time (AGENT): 57470 ms
Total Talk Time (CUSTOMER): 47065 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/35204325-25c9-47c0-b920-d02b71d2639f_20250404T20:06_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the Baptist Outpatient Services department. And I'm calling just to verify uh uh benefits for a patient.
[AGENT][POSITIVE] OK, sure. I can assist you with benefits, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Sure. It is.
[CUSTOMER][NEUTRAL] 018458.
[CUSTOMER][NEUTRAL] 08, the letter M for Mary, L for Lima, 8.
[AGENT][NEUTRAL] Mm OK, thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes. It is uh [PII].
[AGENT][NEUTRAL] What was her date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] Perfect. Thank you. And you need outpatient benefits?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK. I mean this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And this is one of our secondary supplemental plans for the major medical and we have an outpatient maximum of 1000 per cover person per calendar year.
[CUSTOMER][NEUTRAL] Mhm. And has the patient met anything?
[AGENT][NEUTRAL] Um, I can check and see.
[AGENT][NEUTRAL] As of today, um, she has 300.
[CUSTOMER][NEUTRAL] 300
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][POSITIVE] OK, thank you so much. May I have a call reference number and the first initial to your last name?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] We don't have a reference number, so you can use my name in today's date if you will. The last initial is [PII].
[CUSTOMER][POSITIVE] Thank you so much. Hope you have a good day.
[AGENT][POSITIVE] You as well, Miss [PII] and thank you for calling APL. Have a good weekend. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye.