AccountId: 011433970860
ContactId: 7dd1b118-e3ad-47c4-88db-78b35cf3d18c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135320 ms
Total Talk Time (AGENT): 72806 ms
Total Talk Time (CUSTOMER): 45936 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/7dd1b118-e3ad-47c4-88db-78b35cf3d18c_20250521T14:22_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'm calling from Baptist Outpatient Services. I'm calling in regards to this patient to get the benefits for their outpatient hospital of the year.
[AGENT][NEUTRAL] OK, I can check those outpatient benefits for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] Uh yes, [PII].
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02155489 ML 8.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. So this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays, and of course I will let you know verification of coverage is not a guarantee of payment for claims.
[AGENT][NEUTRAL] So the outpatient benefit for this policy is on a per calendar day basis, so it pays up to $500 per calendar day. There is no yearly maximum.
[AGENT][NEUTRAL] Just the daily max.
[CUSTOMER][NEUTRAL] I'm sorry, how much was it again?
[AGENT][NEUTRAL] 500.
[CUSTOMER][NEUTRAL] 500. And that's per day or for the year?
[AGENT][POSITIVE] Correct per calendar day.
[CUSTOMER][NEUTRAL] Per day?
[AGENT][NEUTRAL] It's a daily maximum, not a yearly maximum, correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect, [PII]. Thank you so much for that. Can I have the reference number for this call, please?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] And was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that's gonna be it. Thank you so much, [PII].
[AGENT][POSITIVE] Of course, yeah, thanks for calling APL. Have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] Thank you. Bye-bye.