AccountId: 011433970860
ContactId: 45f18d5a-bd36-45df-bbdb-0b288c165769
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179580 ms
Total Talk Time (AGENT): 87868 ms
Total Talk Time (CUSTOMER): 56020 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/2025/04/16/45f18d5a-bd36-45df-bbdb-0b288c165769_20250416T18:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? My name is [PII] and I'm calling from uh Baptist Health. I'm just calling to check um benefits and eligibility for one of our members.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with both benefits and eligibility. And can I please get your callback number, ma'am, just in case the call gets disconnected.
[CUSTOMER][NEUTRAL] Absolutely. It's [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Name is [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] OK. And then what is the [PII]'s policy number, please?
[CUSTOMER][NEUTRAL] Um, it is 02258741 ML 8.
[AGENT][POSITIVE] Thank you. And let me pull up that policy real quick for us.
[AGENT][NEUTRAL] I do see that [PII] does have an active policy. The effective date of the policy is [PII].
[AGENT][NEUTRAL] And this is just to verify his benefits. It's not a guarantee of payment. This is a supplemental insurance policy that helps with deductible co-pay and co-insurance.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] He has an inpatient benefit amount per calendar year of $2500 and then he also has an outpatient calendar year benefit of $1500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on, hold on, uh, 1000.
[AGENT][NEUTRAL] 1500 for outpatient.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, and how much has he used this year, do you know?
[AGENT][NEUTRAL] Let me check real quick for you.
[CUSTOMER][NEUTRAL] For
[AGENT][NEGATIVE] Nothing has been used for the year of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, is there a reference number to this call?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] today's date.
[CUSTOMER][POSITIVE] OK, so [PII]. Perfect. Thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. I hope you have a wonderful day. Is that everything I can help you with?
[CUSTOMER][POSITIVE] That's it. Thank you so much.
[AGENT][POSITIVE] OK, well you have a good [PII] and thank you for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You too. You too. Thank you.
[AGENT][NEUTRAL] Bye-bye, ma'am.