AccountId: 011433970860
ContactId: 4e3d6cb6-8d99-48b9-8810-fc9cc669e887
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140960 ms
Total Talk Time (AGENT): 64213 ms
Total Talk Time (CUSTOMER): 36468 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/4e3d6cb6-8d99-48b9-8810-fc9cc669e887_20250221T21:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from Memorial Hospital Miramar. I just need to verify patients eligibility and benefits.
[AGENT][NEUTRAL] OK, I can help you with eligibility and benefits, Ms. [PII]. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you. And what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth [PII]. Uh, policy number 01988940. M as in Michael, L as in Larry 8.
[AGENT][NEUTRAL] OK, let me look that policy up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do show that Keddy does have an active policy. The effective date of the policy is [PII], and this is just to verify benefits. It's not a guarantee of payment. This is a supplemental insurance policy. Uh, it's a gap insurance with deductible, co-pay and co-insurance.
[AGENT][NEUTRAL] The insured has an inpatient benefit amount per calendar year of $6600 and also has an outpatient benefit amount of $6600.
[CUSTOMER][NEUTRAL] OK, perfect. Uh, that was all I needed to verify. Is there a reference number?
[AGENT][NEUTRAL] Yes ma'am, you can use my name. It's [PII] and today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much [PII].
[AGENT][POSITIVE] You're very welcome, Miss [PII]. You have a good weekend and thanks for calling ATL.
[CUSTOMER][POSITIVE] You too have a great weekend bye.
[AGENT][NEUTRAL] Bye bye.