AccountId: 011433970860
ContactId: 2e009355-efca-4a28-a512-75f54b2b747e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 348079 ms
Total Talk Time (AGENT): 61092 ms
Total Talk Time (CUSTOMER): 76866 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/2e009355-efca-4a28-a512-75f54b2b747e_20250320T15:22_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Health Surgery Center of Kendall. How are you doing today?
[AGENT][POSITIVE] I'm great, thanks for asking. How are you?
[CUSTOMER][POSITIVE] Good, good.
[AGENT][POSITIVE] Awesome. How can I assist you today?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I was calling because we had a patient come in today at our ambulatory um surgery center and she presented us with her um APL card and I wanted to get her um eligibility.
[AGENT][NEUTRAL] Sure, I could assist you with that. Could you provide me with the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] like the country, [PII] initial to my last name is [PII] and best call back number for me is [PII].
[AGENT][NEUTRAL] Thank you, Kia, and what is the policy number of the member that you're requiring as to be looking for?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, give me a second, let me see here.
[CUSTOMER][NEUTRAL] I have the group number. This this will from what the.
[AGENT][NEUTRAL] It should say policy or certain number.
[CUSTOMER][NEUTRAL] Policy or what number?
[AGENT][NEUTRAL] 3rd number.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, I have it here it's 02022.
[CUSTOMER][NEUTRAL] 165.
[CUSTOMER][NEUTRAL] Letter M
[CUSTOMER][NEUTRAL] Letter L
[CUSTOMER][NEUTRAL] The letter 8
[AGENT][NEUTRAL] Thank you. And could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Name is
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits and eligibility for outpatient services?
[CUSTOMER][NEUTRAL] Uh, yeah, we are a um non-hospital based ambulatory surgical center.
[AGENT][NEUTRAL] This policy has been active since [PII] and is currently active. This member has outpatient benefits of $3500 per calendar year, and this is not a not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And she has not utilized any of her benefits for [PII].
[CUSTOMER][POSITIVE] Alright perfect
[AGENT][NEUTRAL] Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Available she has 3.
[AGENT][NEUTRAL] Your phone went out. I didn't hear anything that you said.
[CUSTOMER][NEUTRAL] So she has an available amount of $3500 and none has been used yet.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alrighty
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Would you be able to give me um.
[AGENT][NEUTRAL] If you're saying something, I can't hear you.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hello, are you there call up because I can't hear you.
[AGENT][NEUTRAL] Hello, [PII]. Are you there?
[AGENT][NEUTRAL] Hello.