AccountId: 011433970860
ContactId: 537acae3-27df-4ca2-ad01-f551d3ac0663
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128880 ms
Total Talk Time (AGENT): 61368 ms
Total Talk Time (CUSTOMER): 42603 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/537acae3-27df-4ca2-ad01-f551d3ac0663_20250314T18:45_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. This is [PII] calling from Baptist Outpatient Services. I'm calling to verify outpatient benefits for one of our patients.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Sure, I can assist you with that patient benefits. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] I have 02145414 ML 8.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] um in [PII].
[AGENT][NEUTRAL] Thank you, Mr. All right. And before I give you any benefit information, I need to let you know that 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 plan to the major medical.
[AGENT][NEUTRAL] We have an outpatient maximum of 8000 per covered person per calendar year.
[CUSTOMER][NEUTRAL] OK. Do you see any accumulation?
[AGENT][NEUTRAL] OK, let me check on that.
[AGENT][NEUTRAL] Yeah, let me add this one.
[AGENT][NEUTRAL] As of today, she has used $1,519.12.
[CUSTOMER][POSITIVE] OK, got it. Thank you so much appreciate it. How do you spell your name?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] My name is [PII]. That's [PII]. Is there anything else I'm gonna help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that would be all. Thank you and have a good day.
[AGENT][POSITIVE] You as well and thank you for calling ATL. Mm bye bye.
[CUSTOMER][NEUTRAL] Mm bye.