AccountId: 011433970860
ContactId: 4c67b7b9-679b-4971-9cd7-ef08be4388a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153119 ms
Total Talk Time (AGENT): 89911 ms
Total Talk Time (CUSTOMER): 54381 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/4c67b7b9-679b-4971-9cd7-ef08be4388a7_20250520T22:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, uh, my name is [PII]. I'm calling from Baptist Hospital of Miami, and I need to verify this, um, gap insurance. I need to know if it's active.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And what will be the yearly amount? Mhm.
[AGENT][POSITIVE] Absolutely I can check eligibility and benefits for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02456411.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] with an H. Uh date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays, and now we be needing to look at inpatient or outpatient benefits for this number, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Outpatient
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims, so their outpatient benefit is $6350 per calendar year and if you'll give me one moment, I will see if any of that has been used.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and this was just for [PII], correct?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] This is just for [PII], correct?
[CUSTOMER][NEUTRAL] Yeah, just for [PII].
[AGENT][NEUTRAL] OK, so, uh, she has used $32.81 of that benefit so far this year.
[CUSTOMER][NEUTRAL] I'm sorry, can you repeat that amount?
[AGENT][NEUTRAL] Yes, $32.81.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] And 81. OK, sent. OK. Can I have a reference number for this phone call, please?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Sure, it would just be my first name, last initial, and today's date. So my name is spelled [PII], was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that, that'll be all, [PII]. Thank you very much and have a nice afternoon. OK. Bye-bye. Thank you.
[AGENT][POSITIVE] All right. Yeah. You too. Thank you.
[AGENT][NEUTRAL] Bye-bye.