AccountId: 011433970860
ContactId: 3eb009c5-cdd9-44f4-bc39-0412d51302ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173380 ms
Total Talk Time (AGENT): 87579 ms
Total Talk Time (CUSTOMER): 85774 ms
Interruptions: 2
Overall Sentiment: AGENT=2.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/3eb009c5-cdd9-44f4-bc39-0412d51302ec_20250129T15:41_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Hospital of Miami. Um, I'm calling to check on uh coverage for a patient. I'm hoping that her policy is still active for this year.
[AGENT][POSITIVE] It would be my pleasure to assist you, [PII]. What is the callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII] and the policy number for the patient, please.
[CUSTOMER][NEUTRAL] OK, I have 01659712. M as in mom, L as in Larry, 3.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], well [PII] [PII].
[AGENT][NEUTRAL] All right, thank you, and I can help you with that eligibility for Mira. Now, the policy number that you gave me is no longer active. Now she does have active coverage under another policy number. Can I give you her active policy information?
[CUSTOMER][POSITIVE] Alright thank you so I can help you.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] Yes. Yes, yes, please. Mhm.
[AGENT][NEUTRAL] It is 250.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 254 6.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now this is a secondary policy. It is active as of [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And we are secondary to the policyholders Major Medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Does she have any outpatient hospital benefits or coverage for? Mhm.
[AGENT][NEUTRAL] For outpatient hospitals, she does have outpatient coverage up to $2500. That is a per calendar year benefit.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if you would please note that is a verification of coverage and not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, um, has she used any of that benefit this year? Probably not. mhm mhm.
[AGENT][NEUTRAL] Let me check. Probably not, but let me check.
[AGENT][NEUTRAL] For [PII], she still has the full benefit remaining.
[CUSTOMER][POSITIVE] OK, great. So I'll make a note of that. Perfect. And you said your name was?
[AGENT][POSITIVE] [PII]. And it's been a pleasure to help you with those benefits, [PII]. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's it, [PII]. There's no reference number, just your name.
[AGENT][NEUTRAL] Just my name and today's date.
[CUSTOMER][POSITIVE] OK. OK, great. Well, thank you so much, [PII], for your help.
[AGENT][POSITIVE] Well, thank you for calling APL. It was a pleasure to assist you and I hope you have a beautiful day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.