AccountId: 011433970860
ContactId: 13eb908d-ebea-4ed6-aff8-6b7b224e4a92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178470 ms
Total Talk Time (AGENT): 83501 ms
Total Talk Time (CUSTOMER): 63616 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/13eb908d-ebea-4ed6-aff8-6b7b224e4a92_20250401T18:47_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] help you?
[CUSTOMER][NEUTRAL] Hi, yes, um, my name is [PII], last name [PII] [PII]
[AGENT][POSITIVE] Hi, [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling from South Miami Hospital trying to um verify some gap insurance for a patient that's coming to an outpatient hospital facility, please.
[AGENT][NEUTRAL] OK, I can help you with the benefits on a patient, Miss [PII]. Can you please give me your callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, the patient's name is [PII]. Date of birth is going to be [PII], and the policy number is going to be 02.
[CUSTOMER][NEUTRAL] 4602.
[CUSTOMER][NEUTRAL] 97, M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us and the effective date of her policy is [PII].
[AGENT][NEUTRAL] And this is just to verify her benefits. It's not a guarantee of payment. You're right, she does have a gap insurance and it helps with deductible, co-pay and co-insurance. She has an inpatient per occurrence of $2000 and then she has an outpatient per calendar day benefit of $1000.
[CUSTOMER][NEUTRAL] $1000 per day, correct?
[AGENT][NEUTRAL] Correct. That's for outpatient. Yes, ma'am.
[AGENT][NEUTRAL] And that helps with deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. So you said her effective date is [PII], and the outpatient benefit would be $1000 per day.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Thank you so much. Can I get your name and a reference to the call please?
[AGENT][NEUTRAL] Yes, you can use, um, my name is [PII]
[AGENT][NEUTRAL] And my last initial is [PII] and you can use my name and today's date for your reference.
[CUSTOMER][POSITIVE] Thank you so much. Have a great day.
[AGENT][POSITIVE] You too, Miss [PII], thank you for calling APL. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that will be all for today. Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. You have a wonderful day. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.