AccountId: 011433970860
ContactId: 60504162-f580-4960-b1d2-14e0dbfa7af9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96860 ms
Total Talk Time (AGENT): 50348 ms
Total Talk Time (CUSTOMER): 29378 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/60504162-f580-4960-b1d2-14e0dbfa7af9_20250417T18:21_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon. I'm calling from Baptist Health to check patient eligibility and benefits, please.
[AGENT][POSITIVE] I can certainly help with benefits. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, thank you. What's that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] I have 1075683.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you. And if I could just get a callback number please in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, that is [PII].
[AGENT][NEUTRAL] Thank you. The um policy went into effect on [PII]. It is active. Now, you mentioned benefits. The policy has both uh in and out of hospital benefits as well as a physician's office benefits. Um, is there anything in particular that I could tell you about?
[CUSTOMER][NEUTRAL] Yes, outpatient hospital, please.
[AGENT][NEUTRAL] So what we will do is we will pick up the deductible, co-payment or co-insurance for outpatient hospital up to $500 per occasion. And that's just a verification of those benefits, not a guarantee of payment, um, but that is a per occasion benefit and it does, um, renew each 90 days, so.
[CUSTOMER][POSITIVE] OK, sounds good thank you so much for confirming.
[AGENT][NEUTRAL] OK, there's nothing I can help with, thanks for contacting AT.