AccountId: 011433970860
ContactId: 3a876c1d-c133-43ce-a992-45e03a34cab6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154960 ms
Total Talk Time (AGENT): 63048 ms
Total Talk Time (CUSTOMER): 53669 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/3a876c1d-c133-43ce-a992-45e03a34cab6_20250610T16:43_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Baptist Hospital of Miami. I need to know if a patient is active with you guys.
[AGENT][NEUTRAL] OK. How do you spell your name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] Yes, it's 0246.
[CUSTOMER][NEUTRAL] 7408 M as in monkey, L as in lemon and the number 8.
[AGENT][NEUTRAL] Thank you. Hold on one moment please.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Um, give me one second. The patient's name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you were just wanting to know if the policy was active?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I can give that to you. The effective date was [PII]. The policy is active.
[CUSTOMER][NEUTRAL] OK, perfect. And do they have uh an allotted amount for hospital outpatient for the year?
[AGENT][NEUTRAL] Yes ma'am, any benefits given over the phone is not a guarantee of payment. This policy coordinates with the primary insurance.
[AGENT][NEUTRAL] Whatever the primary applies to their deductible, co-pay or co-insurance only, we pay up to $750 per calendar day.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. And can I get your name and a reference number for the call, please?
[AGENT][NEUTRAL] My name is [PII] We do not have reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, thank you. Thank you so much, [PII]. Hope you have a great day. Bye-bye.
[AGENT][POSITIVE] Thank you, [PII], for calling APLU as well.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] Thank you.