AccountId: 011433970860
ContactId: 0c1470f7-db11-414b-a0ec-ca782941d79f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94819 ms
Total Talk Time (AGENT): 29629 ms
Total Talk Time (CUSTOMER): 37500 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/0c1470f7-db11-414b-a0ec-ca782941d79f_20250404T15:03_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from South Miami Hospital. I wanted to verify eligibility and benefits for a member.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, [PII] call back number [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 02451554, M as in Mike, L as in Lima, and the number 8.
[AGENT][NEUTRAL] Thank you, [PII], could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], I'm sorry, [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And [PII], you're calling to verify benefits eligibility for what place of service?
[CUSTOMER][NEUTRAL] Uh, she's coming in for an outpatient surgery. I wanted to verify her gap coverage.
[AGENT][NEUTRAL] So she has outpatient benefits of $500 per calendar day and this is not a guarantee of benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK perfect and uh what is the effective date of the plan?
[AGENT][NEUTRAL] Leader's policy became effective [PII] and is currently active.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help, [PII].
[AGENT][POSITIVE] Thanks for calling API. Have a great day. Goodbye.
[CUSTOMER][POSITIVE] Thank you you too bye bye.