AccountId: 011433970860
ContactId: 1c615fb1-d509-4902-9717-cbd0d2b775a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190110 ms
Total Talk Time (AGENT): 74537 ms
Total Talk Time (CUSTOMER): 61056 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/1c615fb1-d509-4902-9717-cbd0d2b775a1_20250612T12:44_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'm calling from Miami Cancer Institute. I'm calling to see if I can check benefits for a patient.
[AGENT][NEUTRAL] OK. [PII], how do you spell your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I do. It is um 02478207.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] Thank you [PII] hold on one moment please.
[CUSTOMER][POSITIVE] Oh no, thank you.
[AGENT][NEUTRAL] And you just, you were just needing benefits.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and what's the patient's name?
[CUSTOMER][NEUTRAL] [PII] Um last name is
[CUSTOMER][NEUTRAL] Oh, perless tragedies. I can't pronounce it. I can spell it though if you need me to.
[AGENT][NEUTRAL] Oh that's OK.
[AGENT][NEUTRAL] That's all right. And what's her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you [PII] and you were just needing benefits correct? Is for outpatient or?
[CUSTOMER][NEUTRAL] Co
[AGENT][NEUTRAL] Inpatient or
[CUSTOMER][NEUTRAL] Out outpatient.
[AGENT][NEUTRAL] OK, I can give those to you. The effective date is [PII]. Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] This policy coordinates with the primary insurance?
[AGENT][NEUTRAL] Whatever the primary applies to their deductible.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Hold on one moment, please.
[CUSTOMER][NEUTRAL] That's OK, bye.
[CUSTOMER][NEUTRAL] No, I.
[AGENT][POSITIVE] That was all of a sudden. I'm sorry.
[CUSTOMER][NEUTRAL] It's OK, it happens.
[AGENT][NEUTRAL] Whatever their primary applies to their deductible copay or co-insurance for outpatient we'll pay up to 7150 per calendar year.
[CUSTOMER][POSITIVE] Perfect. And has she met anything towards that or no?
[AGENT][NEUTRAL] I can check for you. Hold on one moment.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] She hasn't used anything.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK. That is all that I've needed.
[AGENT][POSITIVE] Thank you Miss. Thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] No, thank you. You as well. Have a good day.
[AGENT][NEUTRAL] You too. Bye-bye.
[CUSTOMER][POSITIVE] Thanks bye.