AccountId: 011433970860
ContactId: 6a0d4437-510e-4efc-8834-8c8c7094eb90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132110 ms
Total Talk Time (AGENT): 54670 ms
Total Talk Time (CUSTOMER): 56579 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/6a0d4437-510e-4efc-8834-8c8c7094eb90_20250224T22:13_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm calling from Baptist South South Florida. I'm calling to verify a patient's benefits. Um, he has an APL card.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] OK, I'm happy to check on benefits for you. Do we have a policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number, the policy number he gave us is 022.
[CUSTOMER][NEUTRAL] 86,180 M as in Mary, L as in Larry 8.
[AGENT][POSITIVE] All right. Thank you so much. And then if I can get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes. The patient name is [PII]. Last name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Alright thank you so much so the patient plan is active the effect.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Date on this is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And for outpatient physical therapy, does it cover, what does it cover up to?
[AGENT][NEUTRAL] Uh, let me check with the outpatient benefits are here. One moment.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Alright, so on the patient plan, it looks like the outpatient benefit max on this plan is per calendar day, which is 5 or excuse me, $1000. It does cover physical therapy.
[CUSTOMER][NEUTRAL] Paternity
[CUSTOMER][NEUTRAL] OK, $1000 per day.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, per day.
[CUSTOMER][NEUTRAL] OK. May I have a reference number for this call, please?
[AGENT][NEUTRAL] Mhm. Call references my name with my last initial than today's date. My name again is [PII], which is spelled [PII] My last initial is [PII].
[CUSTOMER][POSITIVE] OK, and today's date. OK, perfect. Thank you so much, [PII]. Have a good day.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] You too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.