AccountId: 011433970860
ContactId: 4087ec07-a1c1-4a57-98fa-7ea5927060f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111470 ms
Total Talk Time (AGENT): 43080 ms
Total Talk Time (CUSTOMER): 40243 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/4087ec07-a1c1-4a57-98fa-7ea5927060f7_20250612T16:53_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling to verify benefits on a patient, please.
[AGENT][POSITIVE] I'm happy to check on benefits. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] 02415324
[AGENT][NEUTRAL] Thank you. And then for documentation, can I get your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] South Miami Hospital.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] The first name is [PII], the last name is [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. So patient is active. Effective date on here is [PII]. We are the members secondary insurance, so this covers deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK, and how much do they have available?
[AGENT][NEUTRAL] are we looking for outpatients?
[CUSTOMER][NEUTRAL] Or they just
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] They're coming for an MRI.
[AGENT][NEUTRAL] Their outpatient benefit max on this is per occurrence, which is $500.
[CUSTOMER][NEUTRAL] OK, so alright, perfect, perfect. OK, let me have your name and a call reference number please.
[AGENT][NEUTRAL] Call references my name with today's date. My name again is [PII], last initial is [PII] and then today's date.
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][POSITIVE] You're welcome have a good day.