AccountId: 011433970860
ContactId: 125bf83a-800a-4925-a225-ed503082d186
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156300 ms
Total Talk Time (AGENT): 72624 ms
Total Talk Time (CUSTOMER): 36026 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/125bf83a-800a-4925-a225-ed503082d186_20250519T19:14_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling to verify benefits for a member.
[AGENT][POSITIVE] Sure, I can assist you with benefits. May I have your name?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[AGENT][NEUTRAL] Is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh yes. Uh, callback number is [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the name of the facility you're calling for for my notation?
[CUSTOMER][NEUTRAL] Yes, it is South Miami Hospital.
[AGENT][NEUTRAL] Alright, and what's the patient's policy number?
[CUSTOMER][NEUTRAL] It is 02517200 ML 8.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah, it's [PII], [PII].
[AGENT][POSITIVE] OK, perfect. Thank you. And you need outpatient benefits, Miss [PII]?
[CUSTOMER][NEUTRAL] This is for, yes, outpatient benefits.
[AGENT][NEUTRAL] OK. 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.
[AGENT][NEUTRAL] And we have an effective date of [PII]. It is active at the moment, and we have an outpatient maximum of 750 per day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, perfect. And may I have your name again and the call reference number?
[AGENT][NEUTRAL] My name is [PII]'s [PII]. We don't have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much for your help, so.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good afternoon, Ms. [PII].
[CUSTOMER][NEUTRAL] You too. Bye-bye.