AccountId: 011433970860
ContactId: 3302aa2f-04e6-4943-a723-249abb38e4c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151360 ms
Total Talk Time (AGENT): 75919 ms
Total Talk Time (CUSTOMER): 33572 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/3302aa2f-04e6-4943-a723-249abb38e4c8_20250521T19:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from University of Miami Hospital. I'm calling to share patients eligibility of benefits for an inpatient procedure. How do you spell your name?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] and uh can I get the spelling of your name as well?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and then I can check eligibility and benefits for you. Uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] It is 02556471.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. All right, and so this policy is active. Effective date was [PII].
[AGENT][NEUTRAL] And this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays. And we need to look at inpatient or outpatient benefits for this member.
[CUSTOMER][NEUTRAL] Inpatient.
[AGENT][NEUTRAL] Inpatient, OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims that inpatient benefit is $8700 per calendar year. If you'll give me one moment, I will see if any of that has been used.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alrighty, this was just for [PII]'s, correct?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] OK, so so far this year he has not used any of that inpatient benefit.
[CUSTOMER][NEUTRAL] OK, thank you. What is your last name and initial?
[AGENT][NEUTRAL] Last initial is [PII] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that's gonna be all. Thank you.
[AGENT][POSITIVE] Of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Mm bye.