AccountId: 011433970860
ContactId: 3c335830-c691-4fef-8dd5-5f5ee5f28ae6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112300 ms
Total Talk Time (AGENT): 63211 ms
Total Talk Time (CUSTOMER): 46487 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/3c335830-c691-4fef-8dd5-5f5ee5f28ae6_20250307T14:37_UTC.wav
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[AGENT][NEUTRAL] Contacting HTL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hello, ma'am. Good morning. May I have your name again, please? I'm sorry.
[AGENT][NEUTRAL] Hi, my name is [PII].
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII]. I'm calling from Diagnostic Center of Miami. How are you doing today?
[AGENT][NEUTRAL] I'm fine. How are you, [PII]?
[CUSTOMER][POSITIVE] I'm doing well thank you for asking. I just need to obtain benefits and eligibility for one of my patients please can you help me with that?
[AGENT][POSITIVE] Absolutely, I can help with benefits and eligibility. What is that policy number, please?
[CUSTOMER][NEUTRAL] Yes, it is 02255685, M like Mary, L like Larry, and the number 8 at the end.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Member's name is [PII], [PII].
[AGENT][POSITIVE] I appreciate that. I do need a callback number please, ma'am, in the event that we're disconnected.
[CUSTOMER][NEUTRAL] Yes, [PII] option 4.
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. The policy will pay up to $1000 for outpatient hospital services or $1000. They're two separate banks for inpatient services of 18 hours or more. Obviously that's just a verification of the benefits, not a guarantee of payment, and as of this date,
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] It does not look like uh she has used any of those benefits. Now, there's nothing for um for a physician's office. It's, it's all outpatient hospital or inpatient hospital. Now, is there anything else at all that I may help with? Are there an address, payer ID, anything at all?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And reference number.
[AGENT][NEUTRAL] Oh yes, my name is [PII]. The first letter of my last name is [PII]. We're gonna use that in today's date in our record.
[CUSTOMER][POSITIVE] Thank you [PII] you have a wonderful day OK bye bye thank you.
[AGENT][POSITIVE] Mhm thanks for contacting APO have a good.