AccountId: 011433970860
ContactId: 1b776c9d-5fed-4d17-99bb-af1043247797
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179839 ms
Total Talk Time (AGENT): 85670 ms
Total Talk Time (CUSTOMER): 59337 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/1b776c9d-5fed-4d17-99bb-af1043247797_20250617T18:39_UTC.wav
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[AGENT][NEUTRAL] Good afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so, good afternoon. Uh, my name is [PII], and I show to my last name is [PII], and I'm calling from the Miami Cancer Institute to check eligibility and benefits on a member.
[AGENT][POSITIVE] Sure, I can assist you with the eligibility and benefits, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] OK, thank you. And let me have the spelling of your name just to make sure I get it correctly.
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, [PII]?
[CUSTOMER][NEUTRAL] Oh yes, the policy number we have on file is 02638394.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, um, the patient is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Mm perfect, thank you. And what type of service is being rendered for benefits this morning?
[CUSTOMER][NEUTRAL] Um, for hospital outpatient, um, services.
[AGENT][NEUTRAL] OK. All right. Before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we have an outpatient maximum of 22,500 per cover person per calendar year.
[CUSTOMER][NEUTRAL] OK, have they met anything, um, or accumulated anything towards those 2500?
[AGENT][NEUTRAL] I can check for you. Let's see.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK. As of today, they have not used their benefits for [PII], so they still have the full amount available.
[CUSTOMER][POSITIVE] OK, thank you so much for your help. And may I have a reference number for the call, please?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We don't have a reference numbers. You can use my name in today's state if you will. Do you need the spelling of my name or any other information, Ms. [PII]?
[CUSTOMER][POSITIVE] Um, no, that'd be all. Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.