AccountId: 011433970860
ContactId: 160f78c7-1ad4-407a-8c16-9a9c30e89f09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167279 ms
Total Talk Time (AGENT): 77656 ms
Total Talk Time (CUSTOMER): 57044 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/160f78c7-1ad4-407a-8c16-9a9c30e89f09_20250123T18:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi. Um, I'm calling to see if you, I'm calling from Miami Cancer Institute. I need to see if a patient is active with you guys.
[AGENT][NEUTRAL] OK, I can help you with the eligibility. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] Yes, my name is uh [PII]. That's [PII], and my callback is [PII]. That is my direct line.
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name?
[CUSTOMER][NEUTRAL] The patient's name, last name is [PII], first name is [PII], and her date of birth is [PII].
[AGENT][NEUTRAL] OK, and then what is [PII]'s um policy number, please?
[CUSTOMER][NEUTRAL] It's 022129.
[CUSTOMER][NEUTRAL] 22
[CUSTOMER][NEUTRAL] M as in monkey, L as in lemon, and the number 8.
[AGENT][NEUTRAL] OK, let me pull the policy real quick for you.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. Her effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify her coverage. It's not a guarantee of payment. She has uh.
[AGENT][NEUTRAL] Supplemental insurance policy that is billed secondary to the primary. It's a gap insurance that helps with the double copay and co-insurance. She has an inpatient benefit amount per calendar year of $1500 and then she also has an outpatient benefit amount per calendar year of $1500.
[CUSTOMER][NEUTRAL] OK, and has she used any?
[AGENT][NEUTRAL] Let me check for you.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] No, ma'am, nothing has been used for the year of [PII].
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. I appreciate your help. Can I get a reference number for the call, please?
[AGENT][POSITIVE] Thank you. You have a great.
[AGENT][NEUTRAL] Yes, you can use my name and today's date.
[CUSTOMER][NEUTRAL] And what was your name? I'm sorry?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][POSITIVE] OK perfect thank you so much I appreciate your help.
[AGENT][POSITIVE] You're welcome. You have a good day. Thanks for calling APL. Bye-bye, Ms. [PII].
[CUSTOMER][NEUTRAL] Bye-bye