AccountId: 011433970860
ContactId: 16012484-269e-49bf-921c-f6d2d2154b78
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194690 ms
Total Talk Time (AGENT): 88312 ms
Total Talk Time (CUSTOMER): 76854 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/16012484-269e-49bf-921c-f6d2d2154b78_20250602T20:39_UTC.wav
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[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes, good afternoon. I'm calling from South Miami Hospital and I need to verify the gap insurance of one of our patients, please.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] And I'm calling from South Miami Hospital in [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yeah. Yes, ma'am. [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, um, that would be the benefit certificate number, correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. 02061936 M as in Mary, L as in Larry, 7.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Her name, first name is [PII] and last name is [PII], and [PII]'s [PII]
[AGENT][POSITIVE] Thank you, [PII]. And you're needing benefits?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] You are needing benefits?
[CUSTOMER][NEUTRAL] Yes, ma'am. Mhm.
[AGENT][POSITIVE] OK, I can help you with that.
[CUSTOMER][NEUTRAL] If she's covered, you know, she's like.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now this policy canceled 4123. Hold on one moment, let me look and see if she has another policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, she does have another policy. That policy number is 02.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 32
[AGENT][NEUTRAL] 9701.
[AGENT][NEUTRAL] And it was effective 41 or 23.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is this for outpatient inpatient or doctor's office?
[CUSTOMER][NEUTRAL] No, she, she was here in our emergency room.
[AGENT][NEUTRAL] It was in for the ER? OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Any benefits given over the phones, not a guarantee of payment.
[AGENT][NEUTRAL] This policy does coordinate with the uh primary insurance. Whatever the primary applies to her deductible, co-pay or co-insurance only will pay up to $3000 and.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] $3500 per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can I have a reference um number for this call, ma'am?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, no, that's it. I'm sorry. Can I get your name again? I'm, I didn't write it down. I'm for, please forgive me. Mm.
[AGENT][NEUTRAL] My name is [PII]. That's OK.
[CUSTOMER][POSITIVE] [PII]. Thank you, [PII], very much for your help. Bye-bye.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good afternoon.
[CUSTOMER][NEUTRAL] OK, you too, ma'am bye bye.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Mhm bye bye.