AccountId: 011433970860
ContactId: 27aafd4b-5eaa-4e33-91f7-b157ac8557d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266320 ms
Total Talk Time (AGENT): 118104 ms
Total Talk Time (CUSTOMER): 59362 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/27aafd4b-5eaa-4e33-91f7-b157ac8557d9_20250507T17:44_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, hi, so I'm calling just to verify patient is active with coverage and get benefits on this patient.
[AGENT][POSITIVE] OK, sure. I can assist you with the eligibility and benefits. May I have your name?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[AGENT][NEUTRAL] And Miss [PII], you're calling from which facility for annotation?
[CUSTOMER][NEUTRAL] Uh, University of Miami Hospital and Clinics.
[AGENT][POSITIVE] OK, thank you. And may I have a callback number just in case we get disconnected Miss [PII].
[CUSTOMER][NEUTRAL] Sure, that's going to be um [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh yeah, I have 02465673 ML 7.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK thank you.
[AGENT][NEUTRAL] Um, let me see if I find a new policy. This one is terminated, OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, here's another one.
[AGENT][NEUTRAL] OK. Alright, I did find a new policy. Let me know when you're ready for the new policy number.
[CUSTOMER][NEUTRAL] Sure, go ahead.
[AGENT][NEUTRAL] 01659617.
[CUSTOMER][NEUTRAL] Let me repeat that 01659617.
[AGENT][NEUTRAL] Yes, that is correct. And this one is active for [PII], and the effective date is [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical and what type of service is being rendered for benefits.
[CUSTOMER][NEUTRAL] Uh, patients having an EKG at an outpatient hospital facility, so I just wanna get the outpatient benefits.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] All right. Before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer, and we have an outpatient maximum of 7900 per cover person per calendar year.
[CUSTOMER][NEUTRAL] OK, is the uh full amount still?
[CUSTOMER][NEUTRAL] Available or has that already been reached?
[AGENT][NEUTRAL] OK, let me check and see how much he has used.
[AGENT][NEUTRAL] Mm OK.
[AGENT][NEUTRAL] Let me add this together, one moment.
[AGENT][NEUTRAL] OK, so as of today, for outpatient services, he has used $240.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, perfect. um, may I have a reference number for the call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Ms. [PII], did you say something? I didn't get it.
[CUSTOMER][NEUTRAL] Yes, yes. Yes, if I can get the spelling of your first name, please?
[AGENT][NEUTRAL] Sure, that is [PII]. Last initial is [PII].
[CUSTOMER][POSITIVE] OK, alright, well thank you so much for that information you have a good rest of your day.
[AGENT][POSITIVE] You're welcome. You as well. Thank you for calling APL. Have a good day. Good afternoon. Yeah.
[CUSTOMER][NEUTRAL] Bye bye.