AccountId: 011433970860
ContactId: 4b1524ba-71e2-40d5-ab58-b1d469fe5bbb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169259 ms
Total Talk Time (AGENT): 79144 ms
Total Talk Time (CUSTOMER): 58787 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/4b1524ba-71e2-40d5-ab58-b1d469fe5bbb_20250218T20:44_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, hi, I'm [PII] calling from Boca Raton Regional Hospital Florida. I'm sorry, what is your first name?
[AGENT][NEUTRAL] So, [PII].
[CUSTOMER][NEUTRAL] Thank you. Hi, I'm just calling to see if a plan is active.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Oh sure, I can assist you with disability, Ms. [PII]. May I have a callback number just in case we get disconnected? You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, sure, it's 2554.
[CUSTOMER][NEUTRAL] 596.
[AGENT][NEUTRAL] Mm, OK, may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, sure, [PII], um, [PII].
[AGENT][NEUTRAL] Alright, thank you. Hi, Ms. [PII], and you say you need eligibility. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical.
[CUSTOMER][NEUTRAL] And it covers the co-pays, deductibles, co-insurance?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, uh, it depends on the place of service, um, what type of service is being rendered and I can give you benefits.
[CUSTOMER][NEUTRAL] Uh, uh, I.
[CUSTOMER][NEUTRAL] Uh, outpatient hospital.
[AGENT][NEUTRAL] Outpatient hospital. OK. All right, yes, for the outpatient hospital, it does cover outpatient, um, deductibles, co-payment, and co-insurance. Let me go ahead and give you the benefit, and this is not a guarantee of payment, just a verification of coverage. Um, the maximum benefit on this one is $500 per day.
[CUSTOMER][NEUTRAL] OK um is there a website for your site? Your.
[AGENT][NEGATIVE] For benefits, no.
[CUSTOMER][NEUTRAL] Yeah, no, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, and do you give out reference numbers?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name and today's date if you would like, Mrs. [PII]. Is there anything else I'm gonna help you with today? Any other information you need?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEGATIVE] Uh, no thank you.
[CUSTOMER][POSITIVE] No, thank you for your time.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day, Mrs. [PII]. You're welcome. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Alright, thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[CUSTOMER][NEGATIVE] You are on hold.