AccountId: 011433970860
ContactId: 1667f8d0-7cbc-4996-9897-13390d52a800
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183729 ms
Total Talk Time (AGENT): 82825 ms
Total Talk Time (CUSTOMER): 59673 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/1667f8d0-7cbc-4996-9897-13390d52a800_20250206T23:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm trying to verify a patient's um eligibility and benefits um for the secondary.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility and benefits. Can I please get your callback number, sir, just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Uh, that's going to be, uh, give me one second.
[CUSTOMER][NEUTRAL] That's gonna be do do do.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] South Miami Hospital.
[AGENT][NEUTRAL] OK, thank you. And what is the patient's name?
[CUSTOMER][NEUTRAL] Patient name is [PII].
[AGENT][NEUTRAL] OK, and what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And his policy number, please?
[CUSTOMER][NEUTRAL] That policy number is gonna be 02141739ML7.
[AGENT][POSITIVE] OK, thank you so much. Let me pull in his policy for us.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. His effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify his coverage it's not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] He had, you're right, he does have a supplemental insurance policy that's billed secondary to the primary. It's a gap insurance that helps with deductible, co-pay, and co-insurance. He has an inpatient calendar year benefit amount of $6350.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And then he has an outpatient per calendar today benefit of $500.
[CUSTOMER][POSITIVE] 500. OK, perfect.
[CUSTOMER][NEUTRAL] Write that down inpatient outpatient, OK.
[CUSTOMER][POSITIVE] OK, I think that sounds good to me. Uh, then can I get a reference number? I apologize.
[AGENT][NEUTRAL] Yes, you can use my name, [PII], and today's date.
[CUSTOMER][NEUTRAL] And that's [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Perfect. And today's date, correct?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Perfect. Thank you so much, [PII]. I think that's all I need.
[AGENT][POSITIVE] You're welcome, [PII]. You have a good rest of your night. Thanks for calling APL.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][POSITIVE] Thank you, sir. Bye-bye.