AccountId: 011433970860
ContactId: 3b4aa283-af9b-4cba-9140-cc90bc849091
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260548 ms
Total Talk Time (AGENT): 117949 ms
Total Talk Time (CUSTOMER): 103489 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/3b4aa283-af9b-4cba-9140-cc90bc849091_20250404T20:45_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, this is [PII] with APL. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling to verify benefits for a patient that's coming to an outpatient hospital facility, please.
[AGENT][POSITIVE] OK, I help you with patient benefits. Can I get your name and your call back number?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII] and my callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, Ms. [PII].
[AGENT][NEUTRAL] And you're looking for benefits for outpatient. What's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, the name is going to be [PII]. The policy number is going to be 1702076ML8. Date of birth is going to be [PII].
[AGENT][NEUTRAL] OK, and um, can you repeat the policy number one more time for me, please?
[CUSTOMER][NEUTRAL] Yes, it's going to be 1702076ML8.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that this policy for [PII] is no longer active. The policy terminated on [PII].
[CUSTOMER][NEUTRAL] Ah, OK, OK.
[AGENT][NEUTRAL] Let me see if she has an active policy check real quick. She does a new policy was issued, um, let me give you that policy number.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. It's 260-4114.
[CUSTOMER][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] You said 260?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I'm sorry, the line is very choppy. Can you repeat the the number again, please?
[AGENT][NEUTRAL] I.
[AGENT][NEUTRAL] Yes, 260-4114.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] And the effective date is [PII].
[CUSTOMER][POSITIVE] Thank you so much. And then what is the outpatient benefit for that?
[AGENT][POSITIVE] And you're welcome.
[AGENT][NEUTRAL] Right, and this is just to verify her benefits. It's not a guarantee of payment. She has an outpatient per calendar day benefit of $1500 to go towards deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] OK, so 1500 per day.
[AGENT][POSITIVE] Yes ma'am, and I'm sorry about my phone we've got a thunderstorm coming through here which is
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] The only spot in the whole state I think is getting rain.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][POSITIVE] Oh no, I'm sorry about that.
[AGENT][NEUTRAL] Yeah, yeah, I just know that if we get hung up on I will call.
[CUSTOMER][POSITIVE] Thank you so much. Thank you. And then, um, that was it for today really. Would I be able to get your name and a reference to the call? Oh, I think the reference is like the time and the the date correct?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Is yes, my name and today's date.
[AGENT][NEUTRAL] And my name is [PII].
[CUSTOMER][NEUTRAL] OK, OK can you repeat your name for me one more time? Sorry, OK, and can I have the first letter of your last name please?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's the name of the facility you're.
[CUSTOMER][POSITIVE] Hey, thank you so much, [PII]. Have a great weekend.
[AGENT][NEUTRAL] You too. What's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes, South Miami Hospital.
[AGENT][POSITIVE] South Miami. OK, thank you, [PII] and you have a wonderful.
[CUSTOMER][POSITIVE] I think we're lagging. I'm so sorry if I'm cutting you off. Thank you.
[AGENT][NEUTRAL] That's OK. It's OK.
[AGENT][POSITIVE] You have a good weekend too, and thank you for calling APL. All right, bye-bye, Miss [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.