AccountId: 011433970860
ContactId: 2038eefc-9d7d-467a-b0b7-854d198b4a03
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95239 ms
Total Talk Time (AGENT): 54923 ms
Total Talk Time (CUSTOMER): 32721 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/2038eefc-9d7d-467a-b0b7-854d198b4a03_20250423T14:38_UTC.wav
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[AGENT][NEUTRAL] For contacting UTL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good morning. This is [PII] from University of Miami, and I need to check outpatient surgery benefits, please.
[AGENT][NEUTRAL] I can help with outpatient benefits. And what's the policy number please that we're looking at?
[CUSTOMER][NEUTRAL] Mhm. 0247.
[CUSTOMER][NEUTRAL] 5386.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Mhm. [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. For outpatient, uh, benefits, we will pick up the deductible, co-payment or co-insurance up to $6000 per calendar year for outpatient services. That's really just a verification of benefits, not a guarantee of payment, and it looks like for the current year, um, only about $100 has been used as those benefits, so, uh.
[AGENT][NEUTRAL] You would file through their major medical first, of course, and then through us. Now, is there anything else at all that I can help with?
[CUSTOMER][POSITIVE] Yeah, correct.
[CUSTOMER][NEUTRAL] No, I just need a reference number, please.
[AGENT][NEUTRAL] It's my name and today's date. My name is [PII]. The first letter of my last name is [PII], and we're gonna use that in today's date as our reference.
[CUSTOMER][POSITIVE] Perfect, [PII]. Thank you very much. Bye-bye now.
[AGENT][POSITIVE] OK, thanks for contacting AT