AccountId: 011433970860
ContactId: fa017148-9012-49e8-937c-a0cf184e47cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86760 ms
Total Talk Time (AGENT): 35240 ms
Total Talk Time (CUSTOMER): 34855 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/fa017148-9012-49e8-937c-a0cf184e47cb_20250203T18:12_UTC.wav
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[AGENT][NEUTRAL] Calling ATL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hello. Good afternoon, [PII]. My name is [PII]. I'm calling from Baptist Outpatient and I need to check gap coverage for outpatient services on a patient.
[AGENT][POSITIVE] I'll be happy to assist.
[AGENT][NEUTRAL] With eligibility, [PII], if I can get a good callback number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 01893411
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And is this for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Uh, outpatient.
[AGENT][NEUTRAL] It just show the outpatient calendar year maximum is $500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Per day? Oh, calendar year.
[AGENT][NEUTRAL] Per year mhm.
[CUSTOMER][POSITIVE] OK. Thank you very much, [PII].
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too, bye bye.
[AGENT][NEUTRAL] Bye.