AccountId: 011433970860
ContactId: 1945022a-0fe2-4721-ba2c-1f7b185a6ffa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125690 ms
Total Talk Time (AGENT): 42388 ms
Total Talk Time (CUSTOMER): 57489 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/1945022a-0fe2-4721-ba2c-1f7b185a6ffa_20250613T16:21_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII]. My name is [PII] from Boca Raton Regional Hospital, and I'm calling to um verify patients benefits and also the effective date on the plan.
[AGENT][POSITIVE] OK, sir, I can help you with eligibility and benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And what is the policy number for that patient?
[CUSTOMER][NEUTRAL] It's 02587361, M as in mom, L as in lion, the number 80 no, yes, yes, the number 8. Yes.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] It is uh [PII]. I don't know if I pronounce the last name, um, date of birth is [PII].
[AGENT][POSITIVE] OK, thank you. Uh, looks like the policy is active and effective [PII].
[AGENT][NEUTRAL] And then did you say outpatient benefits, is that right?
[CUSTOMER][POSITIVE] Exactly outpatient surgery benefits.
[AGENT][NEUTRAL] OK, not a guarantee of payment, basic outline of the policy. Uh, for the outpatient benefits, save $5000 per covered person per calendar year payables.
[CUSTOMER][NEUTRAL] Alrighty and patient hasn't met anything yet?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Uh, it looks like she's only used $53.38.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Alright, thank you and [PII], may I have the first initial of your last name?
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] Thank you and may I have a call reference number for this call?
[AGENT][NEUTRAL] Uh, call reference is my name and today's date. And anything else I can help with today, sir?
[CUSTOMER][POSITIVE] I am all set. I thank you so much. Have a nice day.
[AGENT][POSITIVE] Thanks for calling APL. Have a great weekend.
[CUSTOMER][POSITIVE] You too thanks alrighty bye bye.