AccountId: 011433970860
ContactId: 3b79f667-bfe1-4867-a9a4-0ab4ea6e5d19
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 358070 ms
Total Talk Time (AGENT): 91789 ms
Total Talk Time (CUSTOMER): 80482 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/3b79f667-bfe1-4867-a9a4-0ab4ea6e5d19_20250407T15:36_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII], I'm calling from Baptist Hospital of Miami. It's to verify benefits and eligibility for a patient.
[AGENT][NEUTRAL] All right. Benefits and eligibility?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And then do you have the patient's uh policy number?
[CUSTOMER][NEUTRAL] Yes I do, uh, it is, oh, hold on.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sorry, let me go back into their files because I accidentally exited out.
[AGENT][NEUTRAL] Oh, you're fine.
[CUSTOMER][NEUTRAL] So it's going to be 02584275.
[AGENT][POSITIVE] OK perfect thank you.
[CUSTOMER][NEUTRAL] I'm in 50. I, I can see them.
[CUSTOMER][NEUTRAL] Did they do they need to be checked in or did they come via fire rescue? Oh, OK, never mind. OK, alright, sorry, continue.
[AGENT][NEUTRAL] Oh no, you're fine and then what's a good call back number in case our call gets dropped?
[CUSTOMER][NEUTRAL] So it's gonna be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. And then the patient's first and last?
[CUSTOMER][NEUTRAL] And my name is [PII].
[AGENT][NEUTRAL] Oh sorry, what was your name?
[CUSTOMER][NEUTRAL] [PII], that's [PII] Can I have the same for you, [PII]?
[AGENT][NEUTRAL] Yes, [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And then the patients.
[CUSTOMER][NEUTRAL] Did you need my MPI?
[AGENT][NEUTRAL] No, you're OK.
[AGENT][NEUTRAL] Um, the first and last name of the patient and the date of birth, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, it's [PII] and then date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, give me just one moment to pull up those benefits eligibility.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] OK, so it looks like the effective date for this policy was [PII].
[AGENT][NEUTRAL] And they are currently active on this policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] What is
[CUSTOMER][NEUTRAL] It details for outpatient services.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, so it looks like they have.
[AGENT][NEUTRAL] An outpatient benefit for per calendar day amount is $300.
[CUSTOMER][NEUTRAL] OK, has any of that been met?
[AGENT][NEUTRAL] Let me see, just one second.
[CUSTOMER][POSITIVE] Not a problem.
[CUSTOMER][NEUTRAL] Who's outside.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and that benefit was per calendar day.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, OK, I just wanted to make sure I said day not in the year.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know I got that.
[AGENT][NEUTRAL] Is there an appointment today by chance?
[CUSTOMER][NEUTRAL] Uh, they don't, they're in the emergency room. I was just wondering if they had had any visits today that may have met that amount. Uh, if not, so, then that's fine just to make sure I can document that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So as of right now they have not used any of their benefits this year.
[CUSTOMER][POSITIVE] OK perfect thank you I appreciate your time, [PII]. I hope you have a great day goodbye.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Of course you too. Thank you for calling APL.