AccountId: 011433970860
ContactId: 3158a518-c59a-4874-af65-04797993b963
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105400 ms
Total Talk Time (AGENT): 57803 ms
Total Talk Time (CUSTOMER): 37841 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/3158a518-c59a-4874-af65-04797993b963_20250225T15:06_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, my name is [PII]. I'm calling from South Miami Hospital. I'm calling to verify benefits in the patient.
[AGENT][NEUTRAL] OK, I can verify benefits for you and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] It's 01787908, M for Mary, L for Larry, 7.
[AGENT][NEUTRAL] Thank you, ma'am. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, I'm trying her effective date is [PII]. She is active on the policy, and Ms. [PII], what benefits you're needing for this patient?
[CUSTOMER][NEUTRAL] ER emergency room.
[AGENT][NEUTRAL] OK, uh, not a guarantee of payment, just a verification coverage. With this policy, we are secondary. We help with primary insurance deductible and co-insurance. Um, I sure they have an outpatient benefit of up to $1000 per calendar day.
[CUSTOMER][NEUTRAL] OK, um, so they're active. OK, and what's your name sorry?
[AGENT][NEUTRAL] Uh, it's [PII], last initial [PII].
[CUSTOMER][NEUTRAL] OK, and what would be the reference number?
[AGENT][NEUTRAL] Uh, we don't give reference numbers, but if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] OK, perfect. Thank you, [PII].
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] Alright bye.