AccountId: 011433970860
ContactId: fe3e930c-0ca4-4011-a88e-247c7be6d513
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139320 ms
Total Talk Time (AGENT): 87224 ms
Total Talk Time (CUSTOMER): 39939 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/fe3e930c-0ca4-4011-a88e-247c7be6d513_20250204T15:39_UTC.wav
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[AGENT][POSITIVE] Thanks for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. I'm calling from Baptist Hospital to check patient eligibility and benefits, please.
[AGENT][NEUTRAL] I can help with eligibility and benefits. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], thank you. What is that, um, policy number, please?
[CUSTOMER][NEUTRAL] I have 257-6738.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It is [PII], born [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, that's [PII].
[AGENT][NEUTRAL] Thank you so much. The policy went into effect on [PII]. It is active. Now, this is a calendar year, uh, plan. It's a gap insurance. It's meant to pick up the deductible, co-payment or co-insurance from his major medical. Um, so for outpatient services, what we will do is we will pick up the deductible, co-payment or co-insurance.
[AGENT][NEUTRAL] Up to $7150 per calendar year. That is just a verification of those benefits, not a guarantee of payment. Um, also, uh, there is a $250 deductible that must be met each year, uh, in order for those, uh, benefits to be paid out. Um, the, uh, policy doesn't look like anybody has used it for the calendar year [PII], but as I mentioned before, this is a secondary or gap insurance that uh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, for Mr. [PII].
[CUSTOMER][POSITIVE] OK, perfect. And for the deductible, the $250 deductible, has anything been met so far?
[AGENT][NEUTRAL] No, nothing has been used for the calendar year [PII]. So all the benefits are available, but that $250 deductible is also um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, that needs to be met before anything will be paid out.
[CUSTOMER][NEUTRAL] OK, understood alrighty and you said your name is [PII]?
[AGENT][NEUTRAL] Yes, we'll use my name and today's date as a reference.
[AGENT][NEUTRAL] Is there anything else at all I can help with?
[CUSTOMER][POSITIVE] OK, sounds good.
[CUSTOMER][POSITIVE] No, that's gonna be it. Thank you so much for your help today.
[AGENT][POSITIVE] Thanks for contacting UT.