AccountId: 011433970860
ContactId: 14eb5c0e-bc27-4f95-9731-a7b54e37e9d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163839 ms
Total Talk Time (AGENT): 78344 ms
Total Talk Time (CUSTOMER): 67104 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/14eb5c0e-bc27-4f95-9731-a7b54e37e9d0_20250114T20:21_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Miami Cancer Institute with Baptist Hospital of Miami, and I was wondering if you can let me know if a patient is active with you all.
[AGENT][POSITIVE] Yeah, I'd love to help you with that today, ma'am. Do you mind if I get your name please?
[CUSTOMER][NEUTRAL] OK that's it.
[CUSTOMER][NEUTRAL] Yes, my name is [PII], so that's [PII], and the last name last name [PII] is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you so much and what's a great callback number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]. That's my direct line.
[AGENT][POSITIVE] Thank you so much and the member's policy number?
[CUSTOMER][NEUTRAL] The member's policy number is 246-4411.
[AGENT][POSITIVE] Alright, perfect, give me one moment to get that policy pulled up for you, my friend.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] My pleasure and your patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] Yes, patient's name is [PII], and date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you so much. She is current and active with us. Her effective date here is [PII], and we are her secondary uh gap insurance.
[CUSTOMER][NEUTRAL] OK, perfect. Um, and how much will you guys cover up until?
[AGENT][NEUTRAL] Yeah, are you looking for inpatient or outpatient?
[CUSTOMER][NEUTRAL] Outpatient, please.
[AGENT][NEUTRAL] Yes, no worries. I do wanna let you know any benefit information I give you over the phone, um, we'll just be a verification of coverage and never a guarantee of payments. Is that OK?
[CUSTOMER][POSITIVE] Yes, perfect.
[AGENT][POSITIVE] Thank you so much. um, for outpatient benefits with us, and I'm so sorry, hold on, they're on the next screen, um, it looks like she has an individual benefit maximum of $4000 for the calendar year.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK, perfect. And she hasn't met anything, right?
[AGENT][NEUTRAL] Um, let me just make sure the calendar year just started, but let me see if we have anything on file for her so far.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] I don't have anything on file so far for this year for her.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, perfect. Um, can I please get your name and a reference number for the call, please?
[AGENT][NEUTRAL] Oh yeah, absolutely. My name is [PII] Um the reference number is just my name, my last initial B like boy, and then today's date.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much, [PII]. I really appreciate your help. I hope you have a great day.
[AGENT][POSITIVE] Hey, absolutely, thank you for calling APL and you have a wonderful day as well, ma'am.
[CUSTOMER][POSITIVE] Thank you. Likewise. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.