AccountId: 011433970860
ContactId: 25ae0fb9-bbf5-4203-af13-1137ce082abe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120790 ms
Total Talk Time (AGENT): 53679 ms
Total Talk Time (CUSTOMER): 38840 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/25ae0fb9-bbf5-4203-af13-1137ce082abe_20250102T14:56_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hello. Good morning. My name is [PII]. I'm calling from Baptist Hospital of Miami, trying to get benefits for a patient.
[AGENT][POSITIVE] OK, well I can definitely help you with the benefits. And [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Yes, uh, callback number is [PII]. Policy is 02494804ML8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, that is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that 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].
[AGENT][NEUTRAL] And what type of um benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Outpatient facility?
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And so for outpatient, um, the benefit is up to $750 per calendar day.
[CUSTOMER][NEUTRAL] Does this policy have a termination date?
[AGENT][NEUTRAL] Um, no, not, I don't see a future lapse or anything.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much for that information. Can I get a reference number for this call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name, which is [PII] The first initial to my last name is [PII], and then today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. You have a wonderful day.
[AGENT][POSITIVE] Thank you also, [PII], thanks for calling APL and happy New Year.
[CUSTOMER][POSITIVE] Happy New [PII]. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.