AccountId: 011433970860
ContactId: c5a31106-7943-4c8c-aa8c-725c95d021e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227070 ms
Total Talk Time (AGENT): 110186 ms
Total Talk Time (CUSTOMER): 62989 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/c5a31106-7943-4c8c-aa8c-725c95d021e4_20250128T19:10_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Hi, how are you? My name is [PII]. Um, I'm sorry, what was yours? You got cut off. I didn't hear it.
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] Oh, hi, [PII]. Yes. Um, I was calling just to verify um benefits for this patient, please. This is a secondary policy.
[AGENT][NEUTRAL] OK miss
[AGENT][POSITIVE] Yes Ms. [PII], I can help you with benefits. Can I get your call back number and um the facility that you're calling from please?
[CUSTOMER][NEUTRAL] Yes, it's um [PII] and it's Baptist Outpatient Services.
[AGENT][POSITIVE] OK, thank you very much. And then what's the patient's name?
[CUSTOMER][NEUTRAL] Um, [PII], and it's [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is um patient's policy number, please?
[CUSTOMER][NEUTRAL] It is 024753887.
[AGENT][NEUTRAL] That up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and his effective date is.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And this is.
[CUSTOMER][NEUTRAL] 101
[AGENT][NEUTRAL] Yes, I'm sorry, I.
[AGENT][NEUTRAL] The effective date is [PII]. I, I apologize. I was looking at a different field, so it's [PII].
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thanks for bearing with me. And this is just to verify his coverage. It's not a guarantee of, yes, ma'am, thank you. To verify his coverage, it's not a guarantee of payment. This is a supplemental insurance policy that is billed secondary to the primary.
[CUSTOMER][NEUTRAL] No, no way.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It helps with deductible, co-pay, and co-insurance. He has an inpatient benefit amount per calendar year.
[AGENT][NEUTRAL] Of $6000. Then he also has an outpatient benefit amount per calendar year of $6000 to help with the deductible co-pay or co-insurance.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, and has anything been met for the outpatient portion?
[AGENT][NEUTRAL] Let me check for
[AGENT][NEUTRAL] Um, I can check real quick and let you know.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. I do not see anything has been used for the year of [PII].
[CUSTOMER][NEUTRAL] OK, perfect. And can I please have a reference number, [PII]?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name and today's date.
[CUSTOMER][NEUTRAL] OK, and um can have an initial to your last name?
[AGENT][NEUTRAL] It is A
[CUSTOMER][POSITIVE] OK, thank you so much. I appreciate it. Um, all right, that's all I need. Thank you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. You have a great day and thanks for calling APL.
[CUSTOMER][POSITIVE] No, my pleasure. Thank you. Bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.