AccountId: 011433970860
ContactId: e317ef65-981a-49ec-b2ee-311b2059a509
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228740 ms
Total Talk Time (AGENT): 94223 ms
Total Talk Time (CUSTOMER): 94979 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/e317ef65-981a-49ec-b2ee-311b2059a509_20250318T21:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Baptist Health. I'm calling to verify uh insurance uh for a patient that was in an urgent care today.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with the benefits um for a patient. Can you please give me your callback number, ma'am, just in case the call is disconnected?
[CUSTOMER][POSITIVE] Yes I can. Let me give you that information.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then what's the pay?
[CUSTOMER][NEUTRAL] And my extension.
[AGENT][NEGATIVE] Oh sorry.
[CUSTOMER][NEUTRAL] Huh? My, my extension is [PII].
[AGENT][NEUTRAL] That's OK, go ahead.
[AGENT][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, uh, the patient's first name is [PII].
[CUSTOMER][NEUTRAL] And the last name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then um what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And the policy number, please.
[CUSTOMER][NEUTRAL] It's 0162.
[CUSTOMER][NEUTRAL] 4897.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, and number 8.
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, and then um I do see that, and I'm gonna say it, is it [PII] you said is the patient's name? [PII]. OK. Rocio does have an active policy, and the effective date is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this is just to verify benefits. It's not a guarantee of payment. Uh, there is an outpatient calendar year benefit amount of $1250.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] OK, perfect, thank you, ma'am.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Anything else I can do to help you today?
[CUSTOMER][NEUTRAL] No. Is there like a number or anything, a reference number?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name and today's date.
[CUSTOMER][NEUTRAL] Uh, and your first name was?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], and your last name [PII]?
[AGENT][NEUTRAL] Um, my last name is [PII], but you can just put an A.
[CUSTOMER][POSITIVE] OK, I'll put 8. Perfect, thank you. And then um what else, what else did you say you can uh for the reference?
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] Uh, the date
[CUSTOMER][POSITIVE] Today's day, right? Uh, let's see, today is the [PII]. Perfect, thank you.
[AGENT][NEUTRAL] Today's date. Yes, ma'am.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][POSITIVE] Thank you [PII].
[AGENT][POSITIVE] All right. Well, you take care and I hope you have a wonderful night. Thanks for calling APL.
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] Bye-bye, ma'am.