AccountId: 011433970860
ContactId: 7418caab-26aa-4655-876a-93f4b3d5861c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196860 ms
Total Talk Time (AGENT): 68526 ms
Total Talk Time (CUSTOMER): 54708 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/7418caab-26aa-4655-876a-93f4b3d5861c_20250128T19:44_UTC.wav
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[CUSTOMER][NEUTRAL] Oh she is?
[AGENT][POSITIVE] Thank you for calling. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi Miss. [PII], my name is [PII]. I'm calling from Baptist Hospital to confirm the benefits and eligibility for a patient.
[AGENT][POSITIVE] OK, I can help you with benefits and eligibility. Can I get your call back number just in case our call is disconnected?
[CUSTOMER][POSITIVE] Yes, give me one second so I can get that for you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry, one second.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] For Baptist [PII].
[AGENT][POSITIVE] OK, thank you so much, [PII]. What is the patient's name?
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[AGENT][NEUTRAL] OK. And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] And his policy number?
[CUSTOMER][NEUTRAL] That would be 1 2nd. I have it here.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] 02496787
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. His effective date is [PII].
[AGENT][NEUTRAL] And this is just by his coverage it's not a guarantee of payment. He has a supplemental insurance policy that is billed secondary to the primary. The policy helps with deductible, co-pay, and co-insurance.
[AGENT][NEUTRAL] He has an inpatient benefit amount of $4000 per calendar year and he also has a benefit amount of $4000 per calendar year to help with deductible copay or co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All [PII]. And you said your name was [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and what's the initial of your last name?
[AGENT][NEUTRAL] A
[CUSTOMER][NEUTRAL] OK, is there a reference number for today, Ms. [PII]?
[AGENT][NEUTRAL] Yes ma'am, you can use my name and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][POSITIVE] You're very welcome [PII]. You have a great weekend. Thanks for calling ATL.
[CUSTOMER][POSITIVE] OK thank you you as well.