AccountId: 011433970860
ContactId: f706d516-8ebe-40ef-9def-180b48065e77
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160369 ms
Total Talk Time (AGENT): 80168 ms
Total Talk Time (CUSTOMER): 54325 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/f706d516-8ebe-40ef-9def-180b48065e77_20250521T21:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling to verify benefits for your patients.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with benefits. May I please get your call back number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes, I'm calling from the Baptist Outpatient services, um, facility, and, uh, the phone number is [PII]. I'm sorry, can I have your name again?
[AGENT][NEUTRAL] Yes, ma'am. It's [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what is the
[CUSTOMER][NEUTRAL] And my name is [PII], last name initial [PII] Go ahead.
[AGENT][POSITIVE] Thank you so much. Thanks, Ms. [PII]. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] And the member ID is [PII], [PII] [PII].
[AGENT][POSITIVE] OK, thank you so much for that information. I do show that [PII] does have an active policy with us. Um, her effective date.
[AGENT][NEUTRAL] is [PII].
[AGENT][NEUTRAL] And this is just to verify her benefits. It's not a guarantee of payment. She has a supplemental insurance policy that's billed secondary to the primary.
[AGENT][NEUTRAL] It helps with deductible, co-pay, and co-insurance. She has an inpatient benefit amount per calendar year of $7350 and then she also has an outpatient calendar year benefit amount of the same of $7350.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And has she used up any of those benefits?
[AGENT][NEUTRAL] Let me check for you real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Nothing has been used for the year of [PII].
[CUSTOMER][POSITIVE] OK, thank you so much. May I have a call reference number and the first initial to your last name?
[AGENT][NEUTRAL] Yes, the first initial is A and you can use my name and today's date for your reference.
[CUSTOMER][POSITIVE] OK, thank you so much I hope you have a good day.
[AGENT][POSITIVE] You too, Ms. [PII], thank you for calling APL you have a wonderful day also.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][POSITIVE] Bye bye thank you.