AccountId: 011433970860
ContactId: b92eac46-1242-49dc-86a0-6d7fc67cd81f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248070 ms
Total Talk Time (AGENT): 100903 ms
Total Talk Time (CUSTOMER): 75039 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/b92eac46-1242-49dc-86a0-6d7fc67cd81f_20250303T18:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may 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][NEUTRAL] OK, Ms. [PII], I can help you with eligibility and benefits. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, I have two policies numbers. Let me give you the first one. It's 1518792.
[CUSTOMER][NEUTRAL] The patient's name is [PII]. Uh-huh.
[AGENT][NEUTRAL] OK, and
[AGENT][NEUTRAL] OK, and patient's date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK and then what is the date of service?
[CUSTOMER][NEUTRAL] It's for [PII].
[AGENT][NEUTRAL] Of what year?
[CUSTOMER][NEUTRAL] this year.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] is the past year.
[AGENT][POSITIVE] Oh, OK. All right, thank you.
[AGENT][NEUTRAL] OK, I do show that this first policy number that you've given me.
[AGENT][NEUTRAL] It's it was effective [PII] and the policy terminated on [PII].
[CUSTOMER][POSITIVE] Perfect. And then, let me give you the 2nd 1.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It's 02317825, [PII].
[AGENT][POSITIVE] OK, thank you. Let me look on this one for you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and on this one, the insured is active. Um, the effective date is [PII], and the policy is, is active and current.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I need to verify outpatient hospital settings and um sorry, uh outpatient hospital amount for per year, how much the patient has per year too.
[AGENT][NEUTRAL] OK, and this is just to verify benefits it's not a guarantee of payment. The patient has an outpatient calendar year benefit amount of $2500.
[CUSTOMER][NEUTRAL] Per year?
[AGENT][NEUTRAL] Yes, per year.
[CUSTOMER][NEUTRAL] And how much the patient has been used, please?
[AGENT][NEUTRAL] Let me check that for you real quick.
[AGENT][NEGATIVE] Nothing has been used for the year of [PII].
[CUSTOMER][NEUTRAL] Thank you. Can you please give me the reference number for this call?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] I'm so sorry. Could you spell that again for me because it's cutting out.
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you can use my name and for your reference.
[CUSTOMER][NEUTRAL] The initial of the last name?
[CUSTOMER][POSITIVE] OK. Thank you very much. Sorry. Have a good day.
[AGENT][POSITIVE] You have a good day too, Ms. [PII]. Thank you for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] OK. Thank you. Bye.