AccountId: 011433970860
ContactId: fc1a4c30-9b9c-4396-ab0e-4848fedea8e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144660 ms
Total Talk Time (AGENT): 61452 ms
Total Talk Time (CUSTOMER): 53983 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/fc1a4c30-9b9c-4396-ab0e-4848fedea8e8_20250127T20:46_UTC.wav
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[AGENT][POSITIVE] This is easy. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, yes, I'm calling from Baptist Hospital in [PII]. My name is [PII]. I'm just calling to see if a patient is currently active.
[AGENT][POSITIVE] 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] OK, thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes, the policy number is 02404592ML8.
[AGENT][NEUTRAL] OK, thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you 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] and the policy is still active.
[CUSTOMER][NEUTRAL] Uh-huh, so they're still active.
[AGENT][NEUTRAL] Yes, it's still active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, OK, uh.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Since they're uh they're an outpatient facility, uh, what's their outpatient, uh, what's the outpatient uh uh out of pocket?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, for outpatient, we cover up to $500 per day, and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] Alrighty, thank you. Could you give me your name?
[AGENT][NEUTRAL] Um yes, my name is [PII]. It's spelled [PII] and my last initial is [PII] and my name and today's date will be your reference number.
[CUSTOMER][POSITIVE] Alright thank you have a great day.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that'll be it thank you.
[AGENT][POSITIVE] OK, thank you, [PII], for calling ATO. You have a great day as well. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you