AccountId: 011433970860
ContactId: ff7043aa-087e-4e6a-83a7-445667ea3d9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160880 ms
Total Talk Time (AGENT): 74823 ms
Total Talk Time (CUSTOMER): 56539 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/ff7043aa-087e-4e6a-83a7-445667ea3d9a_20250521T20:06_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm so sorry what's your name again?
[AGENT][NEUTRAL] My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from Baptist Outpatient Services in regards to a mutual patient to verify, to verify their outpatient benefits.
[AGENT][POSITIVE] Yes, I can help with benefits. I'm sorry, I didn't catch your name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], thank you. What is that policy number we're looking at today?
[CUSTOMER][NEUTRAL] I'm sorry, I can't really hear you that well. Say that one more time.
[AGENT][NEUTRAL] Oh, can, can you hear me a little bit better now?
[CUSTOMER][NEUTRAL] It just sounds like you're far away that's why.
[AGENT][NEUTRAL] Oh, I'm sorry. Yeah, I'm I'm having a little trouble with my phone. Is there, what is the policy number, please, [PII]?
[CUSTOMER][NEUTRAL] Oh, no problem. It is 01982167 M as in Michael, L as in Larry, 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][POSITIVE] Thank you very much. I'm looking that policy up now. If I can just have a callback number, please, in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you, [PII]. The policy went into effect on [PII]. It is active, and what we will do for outpatient services, we will pick up the deductible, co-payment or co-insurance up to $500 per calendar day. That's just a verification of the benefits, not a guarantee of payment, but that is what we will do, uh, for outpatient services.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Is there anything else at all I can tell you about the secondary or gap insurance?
[CUSTOMER][NEUTRAL] So it's just $500 per per calendar day.
[AGENT][POSITIVE] That's correct, yes.
[AGENT][NEUTRAL] And that covers um outpatient hospital, um, the ER urgent care, uh, uh, and labs.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK perfect no that would be all for today. All I would just need is the first initial of your last name and a reference number for the call today.
[AGENT][NEUTRAL] It's change and tight. We're gonna use that today's date as our reference.
[CUSTOMER][NEUTRAL] I'm so sorry, can you repeat the first initial one more time?
[AGENT][NEUTRAL] Uh, yes, um, certainly, my, uh, my initial of my last name is [PII], and we're gonna use that today's date as our reference.
[CUSTOMER][NEUTRAL] You're saying [PII], right? Like [PII]?
[AGENT][NEUTRAL] Uh, yes, yes, [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much have a great day.
[AGENT][POSITIVE] OK, thanks for contacting you too have a good day.