AccountId: 011433970860
ContactId: 1851cb49-dcde-45d6-8d2f-017e06507e8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127879 ms
Total Talk Time (AGENT): 52438 ms
Total Talk Time (CUSTOMER): 51784 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/1851cb49-dcde-45d6-8d2f-017e06507e8f_20250411T17:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] To an ATM
[CUSTOMER][NEUTRAL] Hi, this is [PII]. Last name [PII], first [PII]. I'm calling from South Miami Hospital. We have a patient having surgery here and need some outpatient benefits, please.
[AGENT][POSITIVE] OK, [PII], I'm happy to check on outpatient benefits. What's your policy number?
[CUSTOMER][NEUTRAL] 025934.
[CUSTOMER][NEUTRAL] 13 M as in Mike L as in Larry 8.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me pull that up here.
[AGENT][NEUTRAL] And if I can get [PII] the insured's name and date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you so much. Patient is active. The effective date on here is [PII]. Uh, this is a verification of benefits, not guarantee of payment. The outpatient benefit on this plan is per calendar day, and it looks like that's 1500.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 1500 a day. OK, perfect. And what was your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII] [PII]?
[AGENT][NEUTRAL] Uh [PII]
[CUSTOMER][NEUTRAL] OK, and may I get a call reference number for this call, please?
[AGENT][NEUTRAL] Yeah, absolutely. Call reference is my name with my last initial, then today's date. My name again is [PII], that's [PII] and then [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and today's date.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Thank you, [PII]. Have a lovely day.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] You too [PII] take care.
[CUSTOMER][NEUTRAL] OK