AccountId: 011433970860
ContactId: aad0478f-55d2-457b-8da2-63de62d66634
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199899 ms
Total Talk Time (AGENT): 86612 ms
Total Talk Time (CUSTOMER): 57169 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/aad0478f-55d2-457b-8da2-63de62d66634_20250620T12:34_UTC.wav
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[AGENT][POSITIVE] And thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Thank you. My name is [PII]. I'm calling from Baptist Hospital. I need to verify eligibility and benefits for a patient, please.
[AGENT][POSITIVE] Sure, [PII], I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] The policy number is 02496810.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Downs [PII] the [PII].
[AGENT][NEUTRAL] You said [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, one moment, please.
[AGENT][NEUTRAL] OK, you said that policy number was 02496810?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Can I maybe, maybe, yes, can maybe, um I have another number. I don't know if this.
[AGENT][NEUTRAL] I'll try to look
[AGENT][NEUTRAL] OK, I'll try that number.
[CUSTOMER][NEUTRAL] OK. 0249-6788.
[AGENT][NEUTRAL] OK, and please verify his name and date of birth one more time.
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] OK, yes, ma'am. That's his policy number. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on the policy was [PII]. The policy is still active.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Uh, for outpatient hospital, how much the patient has per year and how much has been used, please?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to $4000 per calendar year for the co-pay, the coinsurance, and the deductible after the primary insurance processes the claim and so far he has used $255.66.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Perfect. And thank you very much. And can you give me the reference number for this call, please?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] Last initial is [PII] and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That's all. Thank you very much, [PII]. Have a good day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] Bye.