AccountId: 011433970860
ContactId: f01c27bb-9379-42b0-ae33-a7810dbc2ea9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160300 ms
Total Talk Time (AGENT): 74469 ms
Total Talk Time (CUSTOMER): 36660 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/f01c27bb-9379-42b0-ae33-a7810dbc2ea9_20250304T13:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Thank you. My name is [PII]. I'm calling from Baptist Hospital. I need to verify eligibility and benefits for a patient, please.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Um, now I need the policy number, please.
[CUSTOMER][NEUTRAL] 02565825.
[AGENT][NEUTRAL] OK, one moment, please.
[AGENT][NEUTRAL] And I'm waiting on my system. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thanks for your patience.
[AGENT][NEUTRAL] OK, thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It is called [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. 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] Hospital to know how much the patient has per year and how much has been just please.
[AGENT][NEUTRAL] For outpatient hospital?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] For outpatient, we cover up to 8500 per calendar year and that's for the co-pay, the co-insurance and deductible after the primary insurance processes the claim, and he has the full amount available. He hasn't used any this year.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, perfect. Can you please give me the reference number for this call?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII]. It's spelled [PII] My last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that's all. Thank you very much and have a good day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling ATL and bye.
[CUSTOMER][POSITIVE] Thank you, bye.