AccountId: 011433970860
ContactId: 6d9c9f6e-a70d-4108-aaa5-f82299efd779
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112400 ms
Total Talk Time (AGENT): 55280 ms
Total Talk Time (CUSTOMER): 38827 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/6d9c9f6e-a70d-4108-aaa5-f82299efd779_20250207T20:03_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. 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 check um benefits for a patient.
[AGENT][POSITIVE] OK, sure. I can assist you with benefits, [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] I have 01861194 ML 8.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] 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.
[AGENT][NEUTRAL] And this is one of our secondary supplemental plans for the major medical. You need an outpatient benefits or inpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK. Outpatient maximum is $500 per day.
[CUSTOMER][NEUTRAL] Per day. OK.
[CUSTOMER][POSITIVE] Thank you so much. Um, how do you spell your name?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] My name is [PII]. That's [PII]. That's initial is [PII].
[CUSTOMER][POSITIVE] Oh, OK, perfect. Thank you. Got it.
[AGENT][POSITIVE] You're welcome. Is there anything else that I can help you with today, Miss. [PII]?
[CUSTOMER][POSITIVE] Uh, no, that would be all. Thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling APR. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][POSITIVE] Thank you.