AccountId: 011433970860
ContactId: 402dddd2-f6c7-4e3d-8c28-9e40cf05c837
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121440 ms
Total Talk Time (AGENT): 64618 ms
Total Talk Time (CUSTOMER): 46729 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/402dddd2-f6c7-4e3d-8c28-9e40cf05c837_20250610T17:59_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], how are you? My name is [PII] and I'm calling from Baptist Health. I'm calling to check benefits and eligibility on one of our members.
[AGENT][POSITIVE] I can certainly help with benefits and eligibility with that policy.
[CUSTOMER][NEUTRAL] I'm sorry, I didn't
[AGENT][NEUTRAL] Uh, I can certainly help with benefits and eligibility. Is there, is there a policy number if I begin with a 01 or?
[AGENT][NEUTRAL] out today?
[CUSTOMER][NEUTRAL] Yeah, 01611724, M as in Mary, L as in love, 8.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient is [PII].
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnecting?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The policy went into effect [PII] when it, um, it is active. Now you mentioned benefits. Is there anything in particular that I can help with, um, inpatient, outpatient?
[CUSTOMER][NEUTRAL] Outpatient hospital setting.
[AGENT][POSITIVE] Certainly, uh, we will pick it
[CUSTOMER][NEUTRAL] Outpatient hospital setting, office visits.
[AGENT][NEUTRAL] We will pick up the deductible, co-payment, or coinsurance up to $1500 for an outpatient hospital setting. That's just a verification of those benefits, not a guaranteed payment. It doesn't look like she's used any of her benefits at all, so it looks like that will all be available. Um, now, is there anything else that I can help with? Would you like to know where to send your claim, um,
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] We have an online service center.
[CUSTOMER][NEUTRAL] Um, no, that's fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's OK. Is there a reference number to this call?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We'll use that today's date.
[CUSTOMER][NEUTRAL] I'm sorry, [PII] and the date?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, it's today's date, that is correct.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] Thanks for contacting ATO.