AccountId: 011433970860
ContactId: aed8413f-f70a-474e-800d-08395247dde3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121360 ms
Total Talk Time (AGENT): 55591 ms
Total Talk Time (CUSTOMER): 32269 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/aed8413f-f70a-474e-800d-08395247dde3_20250304T14:39_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII] calling from Baptist Outpatient Services. I'm calling um to obtain be outpatient benefits for one patient.
[AGENT][POSITIVE] OK, sure, I can assist you with our patient benefits. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02549484.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, and before I give you any benefit information, I need to let you know that this is not a guarantee payment, just a verification of coverage and that's just a disclaimer.
[AGENT][NEUTRAL] And this is one of our secondary supplemental plans to the major medical. Um, we have an outpatient maximum of, let's see, 6000 per cover person per calendar year.
[CUSTOMER][NEUTRAL] OK. Um, any accommodations?
[AGENT][NEUTRAL] Um, I can check.
[AGENT][NEUTRAL] As of today, they have not used their benefits for [PII], so she still have the full amount available.
[CUSTOMER][POSITIVE] Oh perfect thank you so much appreciate it.
[AGENT][NEUTRAL] You're welcome. Is there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] No, that would be all. Thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] You too. Bye
[AGENT][POSITIVE] Thank you. Bye-bye.