AccountId: 011433970860
ContactId: ea5b4e49-da2b-4d9e-8e37-5bd6d326c6a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122970 ms
Total Talk Time (AGENT): 59544 ms
Total Talk Time (CUSTOMER): 46140 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/ea5b4e49-da2b-4d9e-8e37-5bd6d326c6a5_20250127T19:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, you said your name was [PII]?
[AGENT][NEUTRAL] Um, it's [PII]. Um it's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] for my last initial.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm calling from Baptist Outpatient Services. I need to see if this patient's um policy with you guys is active and how much is remaining in her outpatient benefits, please.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, I'll need a good callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] Absolutely. [PII], no extension.
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes, 1,740,490, M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And just let me advise you the verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active.
[AGENT][NEUTRAL] And is this for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] For outpatient?
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 1250 per calendar year and let's see how much is remaining.
[AGENT][NEUTRAL] OK, the full amount is remaining. He hasn't used any this year.
[CUSTOMER][POSITIVE] Perfect. Can you please provide me a reference number for this call?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that's it, that's it. Thank you so much, [PII] I appreciate your help. You have a great rest of your day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling ATL. bye.
[CUSTOMER][NEUTRAL] OK.