AccountId: 011433970860
ContactId: 6826e953-7948-4304-8af4-733e48099442
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133809 ms
Total Talk Time (AGENT): 54436 ms
Total Talk Time (CUSTOMER): 59449 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/6826e953-7948-4304-8af4-733e48099442_20250605T18:02_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, hello, [PII]. My name is [PII]. I'm calling from Baptist Outpatient Services here in [PII]. I'm just calling to verify your patient's eligibility and benefits, um, for outpatient services.
[AGENT][NEUTRAL] I'm sure, [PII] I can assist you with benefits. Um, first, I'll need to go callback number.
[CUSTOMER][NEUTRAL] Yeah, of course callback number is gonna be [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Um, yes, of course. So policy number, let me pull it up here on our end.
[CUSTOMER][NEUTRAL] Policy number is going to be 014484998.
[CUSTOMER][NEUTRAL] L as in Lima, M as in Mary, and the number 8.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah, patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And just let me advise you the verification of coverage. It does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] It's for an outpatient benefit.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to $500 per day and that's for the co-pay, the co-insurance, and the deductible after the primary reinsurance processes the claim.
[CUSTOMER][NEUTRAL] OK, just to make sure I got that right. So patient has for $500 per day after primary care insurance takes it.
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][POSITIVE] Alright, perfect, thank you so much for that EV. All I would need now then is just a reference number for this call.
[AGENT][NEUTRAL] Yes, and for the reference number, you can use my name and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Um, no, that's all. Thank you so much. Have a great day, enjoy the rest of your week.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling ATL. Mm bye.
[CUSTOMER][NEUTRAL] Bye bye.