AccountId: 011433970860
ContactId: 200758ff-56f3-4719-bfa1-904fbf04d79a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174169 ms
Total Talk Time (AGENT): 77428 ms
Total Talk Time (CUSTOMER): 59670 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/200758ff-56f3-4719-bfa1-904fbf04d79a_20250102T16:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from South Miami Hospital. I'm trying to get outpatient benefits for this patient that's coming to an outpatient hospital setting, please.
[AGENT][POSITIVE] OK, I'm happy to check benefits. What's the uh patient's policy number, please?
[CUSTOMER][POSITIVE] Yes, give me one moment, I'll get that to you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's going to be 246-441-1.
[AGENT][NEUTRAL] OK, let me pull this up here.
[AGENT][NEUTRAL] And if you don't mind, can I grab your first name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], last name [PII] [PII]
[CUSTOMER][NEUTRAL] And the phone number is gonna be [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Can I get the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yes, [PII], um, date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. So patient plan is active. The effective date is [PII]. We are the secondary insurance, so this is gonna cover deductible, co-pay, co-insurance, the primary does not, and it looks like the outpatient benefit max for the calendar year.
[CUSTOMER][NEUTRAL] It's it's a
[AGENT][NEUTRAL] Let's see for all covered persons is $12,000.
[CUSTOMER][NEUTRAL] $12,000.
[CUSTOMER][NEUTRAL] OK, the outpatient benefit, correct?
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and do you know how much they've accumulated please?
[AGENT][NEUTRAL] Let's see if they've used anything thus far.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, so it looks like the amount paid today is $240.
[CUSTOMER][NEUTRAL] $240.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you so much. Would I be able to get your name and a reference to the call please?
[AGENT][NEUTRAL] Yeah, absolutely. My name is [PII] and that's the call reference with my last initial. My name is spelled [PII] and then today's date.
[CUSTOMER][POSITIVE] Thank you so much. Have a great [PII].
[AGENT][POSITIVE] You too, [PII]. Take care. Bye-bye.