AccountId: 011433970860
ContactId: e3e18bee-83da-4d98-8614-7136c0153642
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241210 ms
Total Talk Time (AGENT): 68947 ms
Total Talk Time (CUSTOMER): 79921 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/e3e18bee-83da-4d98-8614-7136c0153642_20250228T20:51_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]. Last name in is [PII].
[CUSTOMER][NEUTRAL] I'm trying to verify uh patients eligibility, uh, yeah, that we have in common.
[AGENT][NEUTRAL] OK, I can help you with [PII], may I please get your call back number and the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] Yes. Um, [PII]. And the name is uh Baptist Outpatient Services.
[AGENT][NEUTRAL] Thank you, sir. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. I can spell the last name is [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] And the policy number for this patient is 02517200 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[AGENT][NEUTRAL] I do show that [PII] does have an active policy and her effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, perfect. Uh, sorry, do you happen to know the amount that the patient has left?
[AGENT][NEUTRAL] Uh, outpatient or inpatient?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] Outpatient. OK, let me look.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Actually on this policy and this is just to verify coverage it's not a guarantee of payment she actually has a.
[AGENT][NEUTRAL] Outpatient per calendar day benefit of $750.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] For calendar date. OK, perfect. um, [PII], can I get your last name initial and a reference number?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello? Sorry, can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, I can hear you now.
[AGENT][NEUTRAL] Uh, OK, uh, you went away for a minute.
[AGENT][NEUTRAL] How
[CUSTOMER][NEUTRAL] Yeah, I couldn't hear you either.
[AGENT][NEUTRAL] Find you.
[CUSTOMER][NEUTRAL] OK, um, I was saying to you can.
[AGENT][NEUTRAL] Yes, OK, I didn't hear what your, your next question was.
[CUSTOMER][NEUTRAL] Oh, OK, OK. No, can I get your last name initial, and a reference number?
[AGENT][NEUTRAL] Yes, you can use my name [PII] and my last initial is [PII] and today's date.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much, so have a great day, OK. Thank you for your help.
[AGENT][POSITIVE] [PII], you have a good weekend thanks for calling APL.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye, sir.