AccountId: 011433970860
ContactId: 1ff0ce5f-81b2-4f90-99ed-16ec661e2f62
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139500 ms
Total Talk Time (AGENT): 68709 ms
Total Talk Time (CUSTOMER): 53144 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=3.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/1ff0ce5f-81b2-4f90-99ed-16ec661e2f62_20250131T22:24_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from the Nicholas Children's Miami Lakes Outpatient Center. I'm trying to inquire the benefits of 2 patients.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the benefits and may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my name's [PII] and the phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And then may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02458482.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] It's for outpatient benefits I think it's outpatient benefit max.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, so for outpatient, the policy would pay up to $7900 per calendar year per insured. Did you want to see if they've used any for the year?
[CUSTOMER][POSITIVE] Uh yes please.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, so I'm not showing that anyone has used any of their benefits for the year, so they still have that full balance.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And the other patient is his brother. I don't know if you have to re put all the information again.
[AGENT][NEUTRAL] Oh no, it's the same, it's the same policy, all the benefits are the same.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Perfect. So then we don't have to bother with another. Is there any reference number that you can give me for today's call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name. Um it's [PII], first initial to my last name is [PII], and then today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much for your help [PII] have a great day.
[AGENT][POSITIVE] You're very welcome, [PII]. You also, [PII], sorry, you also, and thanks for calling APO.
[CUSTOMER][POSITIVE] It's OK. Don't worry.
[CUSTOMER][POSITIVE] No problem have a good day bye bye.
[AGENT][NEUTRAL] You too. Bye-bye.