AccountId: 011433970860
ContactId: 0d27952b-2dfe-4117-8589-cd2bc629b1d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160410 ms
Total Talk Time (AGENT): 84513 ms
Total Talk Time (CUSTOMER): 52533 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/0d27952b-2dfe-4117-8589-cd2bc629b1d2_20250319T14:37_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. Yes, I'm calling from Baptist Hospital of Miami, and I need to verify if this gap insurance is active and what is the benefit as a secondary for hospital services outpatient.
[AGENT][NEUTRAL] OK, I can verify benefits for you, and I'm sorry, your name is?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Yes, it's 02462268, M as in Mary, L as in Lola, 7.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And Miss uh [PII], verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] Lower [PII], the last name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you, give me one moment.
[AGENT][NEUTRAL] OK, I'm showing that policy number you gave, it terminated [PII]. However, she does have a current policy, and I'll give you that number when you're ready.
[CUSTOMER][NEUTRAL] Please, yes.
[AGENT][NEUTRAL] OK, it is 259-7474.
[CUSTOMER][NEUTRAL] 2597474. OK.
[AGENT][NEUTRAL] Yes, ma'am. Uh, effective [PII] and the policy is active. And you say you're needing outpatient benefits, is that correct?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] See, not a guarantee of payment, just verification of coverage. With this policy as secondary, we help with primary insurance deductible, co-pay, and or co-insurance, and she has a benefit max up to $4000 per calendar year.
[CUSTOMER][NEUTRAL] OK, is there any accumulation so far?
[AGENT][NEUTRAL] Uh let's see.
[AGENT][NEUTRAL] Uh, yes, so far, no, I'm sorry, she has not used any benefits for this plan, so it is available.
[CUSTOMER][NEUTRAL] OK, can I have a reference for this phone call, please?
[AGENT][NEUTRAL] Uh, you can use my name and today's date if you like.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] What is your name?
[AGENT][NEUTRAL] It's [PII], last initial [PII].
[CUSTOMER][POSITIVE] OK, thank you very much, [PII]. Have a great day.
[AGENT][POSITIVE] Alright, you too, Ms. [PII] and thanks for calling APL. Bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you.