AccountId: 011433970860
ContactId: ea1e6654-b7f8-4ef7-966e-55acc5daf448
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216949 ms
Total Talk Time (AGENT): 102989 ms
Total Talk Time (CUSTOMER): 71225 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/ea1e6654-b7f8-4ef7-966e-55acc5daf448_20250612T14:18_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, good morning. My name is [PII] calling from Baptist Health Medical Group to get benefits for patients.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, I'll need a little callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] It's 02145414 ML8.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] It's for a specialist office visit.
[AGENT][NEUTRAL] OK, for services provided in office, we cover up to 8000 per calendar year and that's for the co-insurance and the deductible after the primary insurance processes the claim, but the co-pay for the office visit is not covered.
[CUSTOMER][NEUTRAL] OK, no worries, so it's a secondary plan. Let me add it here. Give me one second.
[CUSTOMER][NEUTRAL] And then can I have your name, first initial of your last name and the reference number for the call?
[AGENT][NEUTRAL] Um, yes, for the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] Last initial is [PII] and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Um, give me one second, let me just confirm.
[CUSTOMER][NEUTRAL] The group number is 252-02.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Um, no, it's 252-05.
[CUSTOMER][NEUTRAL] 05 OK, and do they have a group name or their employer?
[AGENT][NEUTRAL] Um, yes, it's
[AGENT][NEUTRAL] Neverva, um, N like Nancy, U [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Whoever idea.
[AGENT][NEUTRAL] IDEA USA DBA inflatable concepts.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Cable.
[CUSTOMER][POSITIVE] Concept perfect and the address for claim submission and that's it.
[AGENT][NEUTRAL] Um, the address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] You mentioned
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much I appreciate it.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with, [PII]?
[CUSTOMER][NEUTRAL] That was it.
[AGENT][POSITIVE] OK. Well, I thank you again for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] You too thank you.