AccountId: 011433970860
ContactId: 87115250-0086-49e8-9ed0-14d388fa08a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143940 ms
Total Talk Time (AGENT): 80910 ms
Total Talk Time (CUSTOMER): 43943 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/87115250-0086-49e8-9ed0-14d388fa08a3_20250616T18:42_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[AGENT][POSITIVE] Good afternoon. Thank you for contacting ATL.
[CUSTOMER][NEUTRAL] Hi, good afternoon, my name is [PII].
[AGENT][NEUTRAL] [PII], yes, [PII], how can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling from Baptist Outpatient to check on the patient's benefits.
[AGENT][NEUTRAL] I can certainly help with benefits for outpatient um services. And what is that policy number that we're looking at today, please?
[CUSTOMER][NEUTRAL] Yes, it is
[CUSTOMER][NEUTRAL] 02337173, M for [PII], L for Lima, number 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] This is for [PII], born [PII].
[AGENT][POSITIVE] I appreciate that. Thank you. If I could just have a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] OK, thank you very much. Your policy went into effect on [PII]. It is active. Now you mentioned outpatient benefits.
[AGENT][NEUTRAL] What we will do with the secondary or gap insurance is we will pick up the deductible, co-payment or co-insurance up to $1000 per calendar year for outpatient services. That's just the verification of the benefits.
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] Not a guarantee of payment and for the current calendar year [PII], she has only used $50 of her benefits.
[AGENT][NEUTRAL] So she still has um 950.
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] Now, is there anything else at all that I can tell you? Would you like to know where to submit your claims, or we do have an online service center, uh, where you can submit your claims and then track and then, uh, track its progress if you would like, or you would like our mailing address.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Um, I think we do have that information. Just wanted to check where she was at, so she has 9:50 left.
[AGENT][POSITIVE] Uh, yes, yeah, she does have plenty.
[CUSTOMER][NEUTRAL] OK. Um, is there a reference number for the car?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII].
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And we will use that in today's date is our.
[CUSTOMER][POSITIVE] OK, [PII], um, thank you so much for your help, then I think that's it.
[AGENT][POSITIVE] OK, thank you for contacting ATO have a good day.