AccountId: 011433970860
ContactId: 4a819419-9db9-4ee6-8af3-fc46040e8fd0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292140 ms
Total Talk Time (AGENT): 121051 ms
Total Talk Time (CUSTOMER): 81589 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=3.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/4a819419-9db9-4ee6-8af3-fc46040e8fd0_20250501T14:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from Baptist Hospital of Miami. I needed to verify a patient allowed amount per year, please.
[AGENT][NEUTRAL] OK, I can help you with the allowed amount. Um, may I please get your name and your call back number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Last name initial [PII] and the best phone number is [PII].
[AGENT][NEUTRAL] Thank you Miss [PII] and then what is the patient's name, date of birth and policy number?
[CUSTOMER][NEUTRAL] His name is [PII] Date of birth [PII].
[CUSTOMER][NEUTRAL] And the policy number is 608001ML8.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, looking under policy number 608001ML8.
[AGENT][NEUTRAL] I am not finding him under that policy number.
[CUSTOMER][NEUTRAL] Mm, that's what's here. Can you try 608-001?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Do you have a social? I can pull him in by a social.
[CUSTOMER][NEUTRAL] Um, let's see if we have that on file. No, we don't have his social on file.
[AGENT][NEUTRAL] OK, can you spell his first name for me?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And then it's [PII] for the last name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, let me see if I can find him by his name.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, I have it.
[AGENT][NEUTRAL] Date of birth [PII], yes, that matches. OK, I've got him pulled up.
[AGENT][NEUTRAL] May give you the policy number.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is
[AGENT][NEUTRAL] 233.
[AGENT][NEUTRAL] 6080.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][NEUTRAL] You're very welcome, and he does have an active policy. The effective date for TS is [PII].
[AGENT][NEUTRAL] And this is just to verify his benefits it's not a guarantee of payment.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] He has a supplemental insurance policy that's billed secondary to the primary.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] The policy helps with deductible, co-pay and co-insurance. He has an inpatient calendar year benefit amount of $500 and an outpatient per calendar day benefit of $150.
[CUSTOMER][NEUTRAL] Of 150.
[AGENT][NEUTRAL] 250 per day.
[AGENT][NEUTRAL] Per calendar day.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] OK, awesome. Can I get your name one more time, please?
[AGENT][NEUTRAL] Yes ma'am, it's [PII]
[CUSTOMER][POSITIVE] Perfect thank you so much for your help. I appreciate it.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that'll be all. Thank you so much.
[AGENT][POSITIVE] Alright, well you have a wonderful day, Miss [PII], and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you. Likewise. Bye-bye.