AccountId: 011433970860
ContactId: d8e62936-04da-44ad-b681-b83975d48e2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123440 ms
Total Talk Time (AGENT): 58679 ms
Total Talk Time (CUSTOMER): 35278 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/d8e62936-04da-44ad-b681-b83975d48e2e_20250529T14:30_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for contacting ATI. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from Baptist Outpatient Services. I wanted to get benefits for patients secondary.
[AGENT][POSITIVE] I can certainly help with benefits and the two of my sequencing.
[CUSTOMER][NEUTRAL] My name is [PII] last initial [PII]
[AGENT][NEUTRAL] OK, [PII], thank you. What is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] It's 1480304, M for Mike, L for Lima, 8.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII], is there a callback number please that I can have in the event that we disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] I do appreciate that. Thank you. Now the policy went into effect on uh [PII]. It is current. Now I, I apologize that I'm having trouble with my phone. Did you say that you needed benefits as well?
[CUSTOMER][NEUTRAL] Um, yeah, it's for, um, I just wanted to see what their coverage is for, for outpatient services.
[AGENT][NEUTRAL] Yes, uh, the outpatient services, we will pick up the deductibles, co-payment or co-insurance up to $500 per calendar day. This is for in and out of, uh, this is for outpatient, uh, hospital services, which is the ER urgent care surgery, that sort of thing, um, that is just verification of benefits, but that is a per calendar day benefit so it renews each and every calendar day.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Now, is there anything else at all that I can tell you about this secondary or gap insurance?
[CUSTOMER][NEUTRAL] OK, I believe that.
[CUSTOMER][POSITIVE] Um, no, I believe that was the only thing I needed. Thank you so much.
[AGENT][POSITIVE] OK, yeah thanks for contacting AT.