AccountId: 011433970860
ContactId: 1dfe7b28-bc69-40ed-98f6-83cad0b4bac1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123849 ms
Total Talk Time (AGENT): 60537 ms
Total Talk Time (CUSTOMER): 39247 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/1dfe7b28-bc69-40ed-98f6-83cad0b4bac1_20250305T16:19_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. Last name [PII] [PII] I'm calling from South Miami Hospital trying to um verify outpatient gap insurance, um, benefits, please.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the outpatient benefits and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's going to be [PII] and the policy number for the patient is going to be 02337147.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And um you said outpatient, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And for outpatient the policy will pay up to $1000 per calendar year.
[AGENT][NEUTRAL] And did you want me to see if any of that 1000 has been used for this year?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEGATIVE] And so far none of the benefits has been used, so she still has that 4000.
[CUSTOMER][POSITIVE] Perfect, thank you, and you said the effective date was [PII], correct?
[AGENT][NEUTRAL] Um, hold on one moment, let me double check for you.
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] OK perfect can I get your name and a reference to the call please?
[AGENT][NEUTRAL] Sure, so my name is [PII] The [PII]. There's no call reference number, but you can use my name and today's date.
[CUSTOMER][POSITIVE] Thank you so much. Have a great day.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. I hope you have a great day as well.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.