AccountId: 011433970860
ContactId: 0dd58469-4258-4ad5-afc8-47b920c0dc5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143320 ms
Total Talk Time (AGENT): 54087 ms
Total Talk Time (CUSTOMER): 40221 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/0dd58469-4258-4ad5-afc8-47b920c0dc5f_20250115T16:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from University of Miami Hospital. What is your last name, [PII]?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Me, so I'm calling because I have a patient that is coming for an outpatient procedure and I'm calling to check what benefits she has available.
[AGENT][POSITIVE] OK, sure, I can assist you with outpatient benefits, [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] The patient's policy number will be 025064.
[CUSTOMER][NEUTRAL] 454. I'm sorry.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, perfect, thank you. Alright, and before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer and we have let's see.
[AGENT][NEUTRAL] This is a secondary supplemental plan to the major medical. Outpatient max maximum is 3000 per covered person per calendar day.
[CUSTOMER][NEUTRAL] For the operation?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. And when is the effective date of the policy?
[AGENT][NEUTRAL] All right, um, let's see, let me get eligibility. Effective date is [PII].
[CUSTOMER][POSITIVE] OK, perfect. Thank you, so thank you for helping me. Have a nice day.
[AGENT][POSITIVE] You're welcome. You as well, is there anything else I may help you with today?
[AGENT][POSITIVE] Thank you for calling APR. Have a good day.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.