AccountId: 011433970860
ContactId: 203e0f5e-73ca-4c41-bb78-29d10ba6e9fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224699 ms
Total Talk Time (AGENT): 69102 ms
Total Talk Time (CUSTOMER): 83794 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/203e0f5e-73ca-4c41-bb78-29d10ba6e9fb_20250324T18:38_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling from Baptist Health South Florida. We have a mutual patient that is a member of yours, and I would just like to confirm what her benefits are.
[AGENT][POSITIVE] OK, I can help you with benefits. Can I get a good name and a callback number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, [PII], and my callback number is [PII].
[AGENT][NEUTRAL] OK [PII], do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, um, it's 1256005, M like Mary, L like Larry, and the number 8.
[CUSTOMER][NEUTRAL] And we are a outpatient diagnostic center.
[AGENT][NEUTRAL] And do you have the patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, yes, her name is [PII] and her date of birth is, give me one moment.
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, I've got a different date of birth. It's the day is, um.
[CUSTOMER][NEUTRAL] Um,
[AGENT][POSITIVE] Awesome
[CUSTOMER][NEUTRAL] [PII]. Let me look at her driver's license. Maybe it's off in our system.
[CUSTOMER][NEUTRAL] Oh, so I see it here on her ID as [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's on her physical ID driver's license.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, the pulp.
[CUSTOMER][NEUTRAL] I might have her social if you need that.
[AGENT][NEUTRAL] No, it's fine. Um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like the policy number though that you gave me is an old one. can I give you the new policy number?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, and we actually, it looks like on her new policy we've got our birthday the same as you have, so it's the new policy number is 229.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 579 9.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, um, this is not a guarantee of payment, a basic outline of the policy. I show her active and effective [PII].
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] Pulling up our outpatient benefits.
[AGENT][NEUTRAL] And you said it was outpatient diagnostic, is that correct?
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, looks like she has a $3500 calendar year maximum.
[CUSTOMER][NEUTRAL] OK and has she used any of it or is that remaining?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Uh, looks like she's only used $10.
[CUSTOMER][POSITIVE] OK perfect alright thank you so much for your time I hope you have a great day.
[AGENT][POSITIVE] OK, and thank you for calling APL have a terrific day.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][NEUTRAL] Bye.