AccountId: 011433970860
ContactId: 12c891fe-cd79-458b-b215-597f85a1bb8b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157850 ms
Total Talk Time (AGENT): 77592 ms
Total Talk Time (CUSTOMER): 38674 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=3.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/12c891fe-cd79-458b-b215-597f85a1bb8b_20250519T15:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good morning, [PII]. This is [PII] calling you from South Miami Hospital. How are you doing today?
[AGENT][POSITIVE] I'm doing well, Miss [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] Good, thank you. I'm calling to verify benefits for a secondary insurance for a patient.
[AGENT][POSITIVE] OK, I can help you with the benefits. May I please get your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And then what is the member's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The policy number is 02189579 ML8. and last name is [PII], first name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. The effective date of the policy is [PII].
[AGENT][NEUTRAL] And this is just to verify benefits. It's not a guarantee of payment. This is a supplemental insurance policy that's billed secondary to the primary. It helps with deductible, co-pay and co-insurance.
[AGENT][NEUTRAL] She has an inpatient benefit amount of $4000 per calendar year and then an outpatient benefit amount of $2500 per calendar year.
[CUSTOMER][NEUTRAL] Has she made any of it?
[AGENT][NEUTRAL] Let me check for you real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Nothing has been met for the year of [PII].
[CUSTOMER][POSITIVE] Perfect and thank you. I only need a reference number for the call.
[AGENT][NEUTRAL] You can use my name [PII] in today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. Have a great week.
[AGENT][POSITIVE] You too, Ms. [PII]. Thank you for calling APL. I hope you have a good week also. Bye-bye, ma'am.
[CUSTOMER][POSITIVE] Bye bye take care.