AccountId: 011433970860
ContactId: 3a858c5f-37e3-46a4-9695-6d39b5f77ad0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98419 ms
Total Talk Time (AGENT): 50541 ms
Total Talk Time (CUSTOMER): 39088 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/3a858c5f-37e3-46a4-9695-6d39b5f77ad0_20250625T13:14_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling from Baptist Outpatient and we needed to verify a member's eligibility and um and their outpatient benefits.
[AGENT][NEUTRAL] Yes, I can help with eligibility and benefits. What is that policy number, please, [PII]?
[CUSTOMER][NEUTRAL] 02093562
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and what is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] I do appreciate that the policy went into effect on [PII]. It is active now for outpatient services, we will pick up the deductible, co-payment or co-insurance from their major medicals up to $1000 per calendar year. None of that has been used for this calendar year. Um, would you like to know where to submit your, your claims? We have an online service center, uh, among other things, uh, there's multiple ways to send it in.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] No, that's OK.
[CUSTOMER][NEUTRAL] No, that's fine. Um, I just needed to know, you said it was $1000 that they have for calendar year?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That is correct, yes, and, and none of that has been used so far.
[CUSTOMER][NEUTRAL] OK, would you happen to have um a reference number, [PII]?
[AGENT][NEUTRAL] Yes, it's my name and today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much. You have a nice day, OK?
[AGENT][POSITIVE] OK [PII], thanks for contacting me.