AccountId: 011433970860
ContactId: 4c766d4b-f896-4b52-bc71-6ae0445b8674
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159050 ms
Total Talk Time (AGENT): 73519 ms
Total Talk Time (CUSTOMER): 66916 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/4c766d4b-f896-4b52-bc71-6ae0445b8674_20250331T20:31_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. Um, my name is [PII], and, um, I'm a registration personnel calling with the West Kendall Baptist Hospital in [PII] to confirm a patient's eligibility and um see basically what their coverage is for the emergency room.
[AGENT][POSITIVE] Be my pleasure to assist you, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Um, so the number on the card, it's uh 02.
[CUSTOMER][NEUTRAL] 355.
[CUSTOMER][NEUTRAL] 95.
[CUSTOMER][NEUTRAL] 0 M as in Mary, L as in lamb 8.
[AGENT][NEUTRAL] Thank you. And what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] The patient's name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to assist you with eligibility and benefits for [PII]. I am showing that her policy is active. Effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This is a secondary policy to her primary insurance.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you would need an emergency room visit?
[CUSTOMER][NEUTRAL] Uh yes ma'am.
[AGENT][NEUTRAL] Alright, Sky, I can help you with that benefit. Now all benefits given over the phone is a verification of coverage, not a guarantee of payment. Her benefit amount is $1000 and that is a per calendar day benefit.
[AGENT][NEUTRAL] For emergency room visit. Mhm.
[CUSTOMER][NEUTRAL] For calendar day OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Um, 1000, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK ma'am, and what was your first and last name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] My pleasure to assist you. Anything else I can help you with?
[CUSTOMER][NEUTRAL] My
[CUSTOMER][POSITIVE] No, that's all thank you.
[AGENT][POSITIVE] And thank you for calling APL. Have a wonderful day.
[CUSTOMER][POSITIVE] And thank you for calling.
[CUSTOMER][POSITIVE] OK you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.