AccountId: 011433970860
ContactId: 4c7b09fd-904c-4f2a-b23d-20a72de36b44
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121290 ms
Total Talk Time (AGENT): 60171 ms
Total Talk Time (CUSTOMER): 46273 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/4c7b09fd-904c-4f2a-b23d-20a72de36b44_20250321T13:53_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling IPL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling from Baptist Hospital Miami. I'm trying to check eligibility for a patient that came in through our ER.
[AGENT][NEUTRAL] OK, did you say your name was [PII] or [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And do you have a callback number?
[CUSTOMER][NEUTRAL] Sure, [PII] direct line.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] [PII], sorry.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], yeah, sorry, I had, I had a root canal done yesterday.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, that's OK. The phone was cutting out. That's why I didn't hear the last four letters, but that's OK. Uh, do you have the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes. Uh, it has uh 02286554, then a letter M as in Mike, L as in Larry, number 7.
[AGENT][POSITIVE] Thank you, [PII]. Hold one moment.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] And was that patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just wanting outpatient ER benefits?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I can give those to you. The effective date is [PII]. Any benefits given over the phone is not a guarantee of payment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This policy coordinates with their primary insurance, whatever the primary applies to their deductible, co-pay, or co-insurance only.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We'll pay up to $1000 per calendar year for outpatient.
[CUSTOMER][POSITIVE] OK, thank you so much. I hope you have a wonderful day and a lovely weekend.
[AGENT][POSITIVE] Thank you [PII], for calling APLU as well.
[CUSTOMER][POSITIVE] Take care.
[AGENT][NEUTRAL] You too. Bye-bye.
[CUSTOMER][NEUTRAL] OK