AccountId: 011433970860
ContactId: dac093a9-a275-40cb-8edc-8a5b1d5bca81
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199119 ms
Total Talk Time (AGENT): 85903 ms
Total Talk Time (CUSTOMER): 97994 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/dac093a9-a275-40cb-8edc-8a5b1d5bca81_20250416T19:59_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] Have more than one.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] She just hops out the car and starts running.
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Baptist Hospital Miami. I wanted to check on a patient's coverage.
[AGENT][POSITIVE] OK, I can help you with coverage.
[AGENT][NEUTRAL] Ms. [PII], what is your callback number, ma'am, just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then, um, may I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] His name is [PII]. Date of birth [PII]. Policy number I have is 02337082 M as in mom, L as in Larry 8.
[AGENT][POSITIVE] Thank you. I appreciate you giving me that information. OK, are you just looking for eligibility and benefits for this insured?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, to see if the policy is active and to see if he has any outpatient hospital benefits available to him.
[AGENT][POSITIVE] OK, I'm gonna check that for you right now.
[AGENT][NEUTRAL] He has an active policy. The effective date of the policy is [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this is just to verify his benefits. It's not a guarantee of payment. He does have an outpatient calendar year benefit amount of $1000 to help towards deductible, co-pay, or co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Have you used any of it?
[AGENT][NEUTRAL] Let me check for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Nothing has been used for the year of [PII].
[CUSTOMER][POSITIVE] OK, I'm sure he'll be happy to hear that because he's coming in on uh Friday.
[AGENT][NEUTRAL] Uh yes ma'am.
[AGENT][NEUTRAL] Oh, yes, yes.
[CUSTOMER][POSITIVE] Alright, so the $1000 yeah, he has a pretty high deductible with his, uh, his pri primary insurance. Uh, his, his deductible is $3500 so I'm sure, you know, those 1000 are gonna come in handy with you guys, so.
[AGENT][NEUTRAL] Primary, yeah.
[AGENT][POSITIVE] Goodness.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, OK, great, so that's pretty much all I needed you said your name was [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Oh [PII], [PII], sorry about that and uh is there any reference number for today's call?
[AGENT][NEUTRAL] Yes, ma'am, you can use my name in today's date.
[CUSTOMER][POSITIVE] OK [PII] well I really appreciate all your help and uh you have a nice day OK?
[AGENT][POSITIVE] You too, Miss um [PII]. I wrote, I wrote it down, so yes, Miss [PII]. I hope you have a wonderful [PII] and thank you for calling APL.
[CUSTOMER][POSITIVE] [PII], yes, no worries.
[CUSTOMER][POSITIVE] Alrighty
[CUSTOMER][POSITIVE] Oh, you too. I hope you guys have a blessed [PII] too, OK? You take care.
[AGENT][POSITIVE] Thank you, ma'am. You also.
[CUSTOMER][POSITIVE] Alrighty, have a nice day OK bye bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.