AccountId: 011433970860
ContactId: 43812c3a-2745-4233-99ec-9de47dc49f1e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156160 ms
Total Talk Time (AGENT): 70007 ms
Total Talk Time (CUSTOMER): 38539 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/43812c3a-2745-4233-99ec-9de47dc49f1e_20250110T21:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from Baptist Outpatient Services in regards to getting benefits for a patient.
[AGENT][POSITIVE] OK, I can help you with benefits. Can you please give me your name and your call back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] My name is [PII] I. Callback number is [PII].
[AGENT][NEUTRAL] OK, Yay. What is the patient's name?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, and what is the patient's date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the patient's policy number, please?
[CUSTOMER][NEUTRAL] It is 1480316.
[AGENT][NEUTRAL] OK, let me look that policy up for us real quick.
[AGENT][NEUTRAL] OK I do show that [PII] does have an active policy.
[AGENT][NEUTRAL] And her effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify coverage it's not a guarantee of payment. She has a supplemental policy that is billed secondary to the primary.
[AGENT][NEUTRAL] It's a gap insurance that helps with deductible, co-pay, and co-insurance.
[AGENT][NEUTRAL] She has an inpatient calendar year benefit amount of $4000.
[AGENT][NEUTRAL] And she also has an outpatient calendar day benefit of $500.
[CUSTOMER][NEUTRAL] OK, $500 per day.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Got it. Perfect. And you said your name was [PII], correct?
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] Initial to your last name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] Perfect. All [PII]. Have a great weekend. Thank you.
[AGENT][POSITIVE] You too, Ms. Yay. You have a great weekend also. Thanks for calling APL.
[CUSTOMER][NEUTRAL] You know