AccountId: 011433970860
ContactId: 2a2dd59e-a886-4ee7-bafb-470e74fdf4af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197039 ms
Total Talk Time (AGENT): 87353 ms
Total Talk Time (CUSTOMER): 53810 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/2a2dd59e-a886-4ee7-bafb-470e74fdf4af_20250220T15:01_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII] from University of Miami Hospitals and clinics. I'm trying to check if this member is currently active with you guys.
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] 01829093 M as in Mary L. 8.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] and let me see what's her date of birth.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] All right then thank you.
[AGENT][NEUTRAL] And you said you need eligibility. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] OK. So medic, uh, it's a supplementary plan and um you guys will cover any uh deductibles, co-pays, and co-insurance for primary.
[AGENT][NEUTRAL] We help with the co-payments, co-insurance and deductibles. Uh, we do have a maximum benefit. Do you need the benefit amount?
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] OK, and this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer for outpatient service, we have a calendar day benefit. It's a daily benefit of $500.
[CUSTOMER][NEUTRAL] OK, so $500 daily. And that will be uh helping the member for any primary deductibles, co-pay or co-insurance.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, as long as it's an outpatient facility. Mhm.
[CUSTOMER][POSITIVE] OK. All right. Perfect. Thank you so much. And may I please have your name again?
[AGENT][NEUTRAL] My name is [PII]. Is there anything else I may help you with today, Miss [PII]?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Miss [PII]?
[AGENT][NEUTRAL] Hello, Miss [PII], can you hear me?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello, Miss [PII], can you hear me?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello Miss [PII], can you hear me?
[AGENT][NEUTRAL] Mm, not sure if you can hear me, but I cannot hear you. Um.
[AGENT][NEUTRAL] If you have any more questions, can you call us back at [PII]? Um, but again, we don't have reference numbers. You can use my name in today's day, Miss [PII].
[AGENT][POSITIVE] Have a good day.