AccountId: 011433970860
ContactId: 3bef6384-87c6-4861-b6ee-826d037762c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124160 ms
Total Talk Time (AGENT): 64506 ms
Total Talk Time (CUSTOMER): 50271 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/3bef6384-87c6-4861-b6ee-826d037762c3_20250227T20:14_UTC.wav
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[AGENT][NEUTRAL] Contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling with South Miami Hospital. I'm hoping to verify a patient's benefits.
[AGENT][POSITIVE] You, you know, I can certainly help with benefits. What is that policy number, please?
[CUSTOMER][NEUTRAL] Yeah, of course. The policy number I have is 01663526ML8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] This is [PII], and her date of birth is [PII].
[AGENT][POSITIVE] I appreciate that. Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, that would be [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Now, this is a secondary or gap insurance and what we have is that we will pick up the deductible, co-payment or co-insurance from the major medical, up to $1500 per calendar year for outpatient services and that includes treatment within a physician's office, um, uh, independent lab cancer treatment.
[AGENT][NEUTRAL] And we will uh pick up the deductible co-payment or co-insurance for inpatient hospital up to $3000 per calendar year. Now that's just the verification of those benefits, not a guarantee of payment, but that's what the policy pays. That's what it does.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is there anything in particular I could tell you?
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Um, no, I believe that's it. Just to make sure that was 1500 per year. Would that be for outpatient hospital?
[AGENT][POSITIVE] That is correct, yes, that's exactly what it's for.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Alrighty, really, that's all I needed. If I can get your name one more time?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that today's date as our reference.
[CUSTOMER][POSITIVE] Perfect thank you so much hope you have a great day, [PII].
[AGENT][POSITIVE] Thanks for contacting ATO have a very good.