AccountId: 011433970860
ContactId: 891fed34-1c03-4c43-a114-aa31f1a3bc78
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120230 ms
Total Talk Time (AGENT): 59717 ms
Total Talk Time (CUSTOMER): 52625 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/891fed34-1c03-4c43-a114-aa31f1a3bc78_20250228T20:35_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, what is your first name? I'm sorry?
[AGENT][NEUTRAL] So, [PII].
[CUSTOMER][NEUTRAL] Oh, hi, so my name is [PII] for my last initial.
[CUSTOMER][NEUTRAL] I wanted to see if this payment, this patient's plan is active and how much is remaining in their outpatient um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the outpatient services?
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility and outpatient benefits or remaining balance. And may I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII], no extension.
[AGENT][NEUTRAL] OK, and you're calling from which facility?
[CUSTOMER][NEUTRAL] Baptist Outpatient Services.
[AGENT][NEUTRAL] OK, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, 02212533 M as in Mary, L as in Larry, H.
[AGENT][NEUTRAL] OK, may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, I'm gonna spell it for you. First name is [PII] Last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Perfect. Thank you. All right. And we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical. And see, this one has a $300 daily benefit. This is not a guarantee of payment, just a verification of coverage. It's a daily benefit, $300.
[CUSTOMER][NEUTRAL] 0, 300 for daily. OK, perfect. Can you please provide me the first initial to your last name and a reference number for the call?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's [PII]. We don't have reference numbers. You can use my name and today's date if you would like, [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you so much. So you have a great rest of your day.
[AGENT][POSITIVE] You're welcome. You as well, and thank you for calling APR. Have a good weekend.
[CUSTOMER][NEUTRAL] Bye bye.