AccountId: 011433970860
ContactId: 223825c5-3d1b-442c-9ad5-bcb4367e685a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138339 ms
Total Talk Time (AGENT): 69518 ms
Total Talk Time (CUSTOMER): 36039 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/223825c5-3d1b-442c-9ad5-bcb4367e685a_20250206T21:31_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I'm calling to verify the gap coverage, please.
[AGENT][POSITIVE] OK, I can help you with benefits. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you Ms. [PII] and then what is the name of your facility?
[CUSTOMER][NEUTRAL] That is South Miami Hospital.
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] That would be [PII].
[AGENT][NEUTRAL] And the policy number, please?
[CUSTOMER][NEUTRAL] Um, let me see, is 01960138 M as in Mary, L as in Larry, the number 8.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. The effective date of the policy is [PII].
[AGENT][NEUTRAL] And this is just to verify coverage is not a guarantee of payment. This is a supplemental insurance policy. It's billed secondary to the primary. It's a gap insurance that helps with deductible, co-pay, and co-insurance.
[AGENT][NEUTRAL] And they have an infant amount per calendar year of $2500 and an outpatient benefit amount of $1500 per calendar year.
[CUSTOMER][NEUTRAL] You said that's per calendar year?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, I think that'll be it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] It's all the information that I needed.
[CUSTOMER][POSITIVE] Thank you so much for your help.
[AGENT][POSITIVE] OK, well, you're very welcome Miss [PII]. You have a good day and an APL bye bye ma'am.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye bye.