AccountId: 011433970860
ContactId: 53ff54bb-a97e-4e80-a14e-c3553bed185e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150470 ms
Total Talk Time (AGENT): 77166 ms
Total Talk Time (CUSTOMER): 49967 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/53ff54bb-a97e-4e80-a14e-c3553bed185e_20250221T20:59_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. I'm calling from South Miami Hospital. I wanted to verify, uh, eligibility and benefits for our members gap insurance.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you with eligibility and benefits. What is your name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] And a good callback number please, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Um, it is 02544947.
[AGENT][NEUTRAL] And what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient's name is [PII] [PII].
[AGENT][NEUTRAL] All right, thank you. And I can help you with the eligibility and benefits for [PII]. Her policy is active. Effective date is [PII].
[AGENT][NEUTRAL] This is a secondary policy to her major medical, and what type of benefits are you needing?
[CUSTOMER][NEUTRAL] Um, she's coming in for an outpatient surgery, so for an outpatient hospital.
[AGENT][NEUTRAL] OK, she does have outpatient coverage. That benefit amount is.
[AGENT][NEUTRAL] $1250 per calendar year that we can pay toward her deductible, co-pay or co-insurance of her major medical, and that is a verification of coverage, not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][NEUTRAL] OK, and has, yes, has she used any of that 1250 for this year?
[AGENT][NEUTRAL] She has used $14.02.
[CUSTOMER][NEUTRAL] OK, alright, perfect, and um does the policy have a group number associated with it?
[AGENT][POSITIVE] It does. Let me get that for you.
[AGENT][NEUTRAL] Group number is 22306.
[CUSTOMER][POSITIVE] 22306 OK perfect thank you so much for your help, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] It's been a pleasure to assist you with those benefits. Anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] No, that would be all.
[AGENT][POSITIVE] Thank you for calling APL. Hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.