AccountId: 011433970860
ContactId: 75d3114f-ab7f-4376-b5c7-123609bede82
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122699 ms
Total Talk Time (AGENT): 60550 ms
Total Talk Time (CUSTOMER): 45982 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/75d3114f-ab7f-4376-b5c7-123609bede82_20250319T21:25_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATL. This speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm sorry, I didn't catch your name. What was it?
[AGENT][NEUTRAL] Uh, it's [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Outpatient to obtain benefits for um a patient.
[AGENT][POSITIVE] OK, I can verify benefits for you, and I'm so sorry, your name is again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] 023 08242 ML8
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII] says [PII].
[AGENT][NEUTRAL] OK, thank you. Um, I'm showing her effective date is [PII]. She is active on the policy and what, uh, you say you're calling for benefits, correct?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, for diagnostic ultrasound outpatient.
[AGENT][NEUTRAL] OK, um, not a guarantee of payment, just verification of coverage. With this policy, we are secondary. We help with primary insurance deductible, co-pay, and or co-insurance, and they have an outpatient benefit that pays up to $6600 per calendar year.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, that's all. Do you guys have reference numbers or just today's date?
[AGENT][NEUTRAL] Uh, you can use my name in today's date.
[CUSTOMER][POSITIVE] OK, thank you so much [PII] have a wonderful rest of your day.
[AGENT][POSITIVE] Alright, you too. Thanks for calling APL. Bye.
[CUSTOMER][POSITIVE] Take care. Bye-bye.
[AGENT][NEUTRAL] Bye.