AccountId: 011433970860
ContactId: 3ad60f35-4d22-4c47-bc4f-64bfdd28e29e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130800 ms
Total Talk Time (AGENT): 53274 ms
Total Talk Time (CUSTOMER): 44634 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/3ad60f35-4d22-4c47-bc4f-64bfdd28e29e_20250225T21:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi. Uh, I'm calling from Baptist Hospital of Miami, and I need to verify a policy on a patient, if it's active.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, I'm happy to check eligibility. What is their policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 02517415.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And if I can get the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Uh, the date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. So member plan is active. The effective date is [PII].
[CUSTOMER][NEUTRAL] OK, and what's the benefit of the gap insurance for hospital outpatient services, as a secondary?
[AGENT][NEUTRAL] It looks like under this patient plan the outpatient benefit max is going to be 15,000 for all combined.
[CUSTOMER][NEUTRAL] 1500 or 15,000?
[AGENT][NEUTRAL] 15,000.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Per year?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Is any accumulation so far?
[AGENT][NEUTRAL] Uh, let me double check. One moment.
[CUSTOMER][POSITIVE] Appreciate it.
[AGENT][NEGATIVE] Don't show anything has been used to date.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Nothing has been used as of today.
[CUSTOMER][NEUTRAL] OK. All right. Can I have your name and a reference number for this phone call, please?
[AGENT][NEUTRAL] Call reference is my name with my last initial than today's date. My name again is [PII], that's spelled [PII] My last initial is [PII].
[CUSTOMER][POSITIVE] OK appreciate it thank you sir have a nice day.
[AGENT][POSITIVE] You're welcome. Have a good day. You too.
[CUSTOMER][NEUTRAL] Bye bye bye.