AccountId: 011433970860
ContactId: afc1a74d-6527-4478-9701-6be2fb8a6876
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97699 ms
Total Talk Time (AGENT): 53485 ms
Total Talk Time (CUSTOMER): 36806 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/afc1a74d-6527-4478-9701-6be2fb8a6876_20250418T12:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for contacting ATM. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from Baptist Hospital of Miami. I have a patient that has come in for an outpatient procedure, and I just wanted to verify her benefits with you guys.
[AGENT][NEUTRAL] I can help with outpatient benefits [PII]. What's that policy number, please?
[CUSTOMER][NEUTRAL] Yes, the policy number I have on file is 02212916ML8.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Um, patient's date of birth is [PII]. Last name [PII], first name [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yeah it is [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. [PII] is active. Now, this is a secondary gap insurance, and what we'll do for outpatient, uh, services, you'll pick up the deductible, co-payment, or co-insurance up to $1500 per calendar year. That is just a verification of the benefits, not a guarantee of payment. [PII] has not used any of her benefits at all this calendar year, so it looks like it's all gonna be available. [PII], is there anything else at all I can tell you about the secondary or gap insurance?
[CUSTOMER][POSITIVE] No that was all thank you so much for your help.
[AGENT][NEUTRAL] OK, well thank you for contacting ATL. Uh, yeah, absolutely, my name is [PII]. The first letter of my last name is [PII]. We're gonna use that in today's date as a reference.
[CUSTOMER][NEUTRAL] Can I just get a reference number for the call?
[CUSTOMER][POSITIVE] Perfect thank you so much have a good day.
[AGENT][POSITIVE] Thanks for contacting us.