AccountId: 011433970860
ContactId: 0d28da35-d989-44fd-b311-d38bc12630c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198429 ms
Total Talk Time (AGENT): 82600 ms
Total Talk Time (CUSTOMER): 73079 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/0d28da35-d989-44fd-b311-d38bc12630c3_20250218T22:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, um, I'm needing to get benefits on the member.
[AGENT][NEUTRAL] OK, I can help you with benefits. Can I please get your name, your callback number, and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Sure, my name is [PII]. It's [PII]. Um the phone number, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And I'm calling from Homestead Hospital.
[AGENT][POSITIVE] OK, thank you so much. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Alright, so the name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] And I have I'm looking.
[CUSTOMER][NEUTRAL] On this card that he gave me, uh.
[CUSTOMER][NEUTRAL] OK, outpatient. OK, so the number is 02361162 M as in Mary, L as in Lima, the number 8.
[AGENT][NEUTRAL] OK, let me pull in his policy for us real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us. His effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify his coverage. It's not a guarantee of payment. This is a supplemental insurance policy.
[AGENT][NEUTRAL] It's a gap insurance that helps with deductible, co-pay and co-insurance, and he has an inpatient benefit amount of $5000 per calendar year and then he also has an outpatient calendar year benefit amount of $2500.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, has any of that amount been used the 2500?
[AGENT][NEUTRAL] Let me check for you.
[AGENT][NEUTRAL] No, ma'am. He's not used anything for the year of [PII].
[CUSTOMER][NEUTRAL] OK perfect and I do show a group number of 16162.
[AGENT][NEUTRAL] Let me check.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Do you have a group name by chance?
[AGENT][NEUTRAL] Yes, it's uh Lorenzo Enterprises Inc.
[CUSTOMER][NEUTRAL] Enterprises Inc.
[CUSTOMER][NEUTRAL] OK perfect and if I could just get your name and the reference number if you have.
[AGENT][NEUTRAL] Yes, my name is [PII] and you can use my name in today's date.
[CUSTOMER][NEUTRAL] OK, uh, the first initial of your last name?
[AGENT][NEUTRAL] A
[CUSTOMER][POSITIVE] Hey, OK, perfect, thank you very much for your help. I appreciate your time.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a good rest of your night and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] Take care.
[AGENT][NEUTRAL] OK, bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.