AccountId: 011433970860
ContactId: 375e5e8e-fcac-460c-9d7a-fe6e1a2b4e29
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147580 ms
Total Talk Time (AGENT): 51666 ms
Total Talk Time (CUSTOMER): 57427 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/375e5e8e-fcac-460c-9d7a-fe6e1a2b4e29_20250217T22:36_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, uh, my name is [PII]. I'm calling from South Miami Hospital. Uh, we have a patient we're calling to get benefits for.
[AGENT][NEUTRAL] OK, I can verify benefits for you and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Sure, uh, let me go ahead and take a look at here.
[CUSTOMER][NEUTRAL] Let's
[CUSTOMER][NEUTRAL] Sorry, give me one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, uh, group number plan ID inpatient hospital benefit. OK, so I have the cer certificate number, is that it?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] 02284504 M as in Mary L Larry 7.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Yeah, uh, [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, uh let's see. I'm showing her effective date is [PII]. Policy is active, and what benefits are needing for this patient?
[CUSTOMER][NEUTRAL] Uh, she is going to be for maternity inpatient.
[CUSTOMER][NEUTRAL] So we're just looking for the benefits for that.
[AGENT][NEUTRAL] OK, um, not a guarantee of payment, just a verification of coverage. With this policy, we are secondary. We help with primary insurance deductible, co-pay, co-insurance, and she has a benefit max up to 3000 per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much I appreciate it. Is there any uh reference number for this call?
[AGENT][NEUTRAL] Uh, no, ma'am, we don't give reference numbers, but you may use my name at today's date.
[CUSTOMER][NEUTRAL] What's your name?
[AGENT][NEUTRAL] It's [PII], last initial [PII]
[CUSTOMER][POSITIVE] Perfect thank you so much I appreciate it.
[AGENT][POSITIVE] Alright, you're welcome. Thanks for calling APL bye.
[CUSTOMER][NEUTRAL] You too bye.