AccountId: 011433970860
ContactId: 5c47d6b2-0fab-400a-ab78-1d0266e308da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187300 ms
Total Talk Time (AGENT): 87070 ms
Total Talk Time (CUSTOMER): 45959 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/5c47d6b2-0fab-400a-ab78-1d0266e308da_20250609T16:36_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm sorry, what did you say your name was?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. I'm calling from Baptist Outpatient Services to see the outpatient benefits for a member.
[AGENT][NEUTRAL] OK, I can help you with outpatient benefits you. May I please get your callback number, sir?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII], policy number, I'm sorry, date of birth is [PII]. Policy number is 02413481ML8.
[AGENT][POSITIVE] OK, thank you, sir.
[AGENT][NEUTRAL] Let me pull her up.
[AGENT][POSITIVE] And I do show that Ms. [PII] does have an active policy.
[AGENT][NEUTRAL] And I'll give you that effective date in just a minute. OK, the effective date for her is [PII].
[AGENT][NEUTRAL] And this is just to verify her benefits. It's not a guarantee of payment. She has a supplemental insurance policy it's billed secondary to the primary.
[AGENT][NEUTRAL] It helps with deductible, co-pay and co-insurance, and this is just to verify her benefits. It's not a guarantee of payment. She has an inpatient calendar year benefit amount of $5000 and then an outpatient calendar year benefit amount of $1250.
[CUSTOMER][NEUTRAL] OK, and has she accumulated any of that 1250?
[AGENT][NEUTRAL] Let me look real quick.
[AGENT][NEUTRAL] Give me just a moment while I pull that in.
[AGENT][NEUTRAL] She's used $355.
[CUSTOMER][POSITIVE] OK. All right, thank you so much for all your help today. Could I have the initial to your last name and a reference number for this call?
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] Yes, you can um use my name [PII]. The last is [PII] and today's date.
[CUSTOMER][POSITIVE] All right, thank you for your help today.
[AGENT][POSITIVE] You're very welcome, [PII]. I hope you have a wonderful week. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Right.