AccountId: 011433970860
ContactId: 36838bc8-281b-46d4-bb8f-c9045a44c75b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186830 ms
Total Talk Time (AGENT): 81943 ms
Total Talk Time (CUSTOMER): 61349 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/36838bc8-281b-46d4-bb8f-c9045a44c75b_20250506T14:55_UTC.wav
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[CUSTOMER][NEUTRAL] People really do.
[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, how are you? My name is [PII]. I'm calling from South Miami Hospital. I'm calling to verify benefits.
[AGENT][NEUTRAL] OK, I can check benefits for you. I'm sorry, did you say your name was [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII], I'm so sorry about that. OK, and then, uh, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][POSITIVE] Don't worry about it.
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, it is 00940984.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Uh, one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member?
[CUSTOMER][NEUTRAL] First name is [PII], middle name is [PII]. Last name is [PII] Date of birth is [PII], but it shows as the policy main holder.
[CUSTOMER][NEUTRAL] Is [PII], sorry.
[AGENT][NEUTRAL] OK, yeah, thank you so much for verifying all of that. Uh, so this policy is active. Effective date was [PII], 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 really need to look at inpatient or outpatient benefits.
[CUSTOMER][NEUTRAL] Um, emergency room.
[AGENT][NEUTRAL] OK, of course I will let you know verification.
[CUSTOMER][NEUTRAL] So he didn't say I'm gonna say up.
[AGENT][NEUTRAL] Um, yeah, I probably outpatient unless they had to stay, um, verification of coverage is not a guarantee of payment for claims, so the outpatient benefit is $1000 per calendar year and if you'll give me one moment, I will see if any of that has been used.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so [PII] has used $200 of that outpatient benefit so far this year.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Um, can I get a reference number?
[AGENT][NEUTRAL] Sure, it would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] And was there anything else I could help you with tonight?
[CUSTOMER][POSITIVE] That's it I appreciate your help thank you so much.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] OK you