AccountId: 011433970860
ContactId: 540e443b-10fb-4626-8ec0-26553e3e413a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286260 ms
Total Talk Time (AGENT): 129690 ms
Total Talk Time (CUSTOMER): 82243 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/540e443b-10fb-4626-8ec0-26553e3e413a_20250320T16:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi yes hi good afternoon I'm sorry you said your name is?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] [PII]? Hi, [PII], my name is [PII] and it's [PII] [PII].
[AGENT][NEUTRAL] Hello, my name is [PII].
[CUSTOMER][NEUTRAL] Oh [PII], I'm sorry, you're breaking up a little bit. Um, I'm calling just to get benefits please for a patient.
[AGENT][POSITIVE] Yes, ma'am. I'm so sorry.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Can you please give me your callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you and what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Uh, Baptist Hospital of Miami.
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And can I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, yes, the patient is Ricardo Pla Pla is PLA. Date of birth is [PII]. Uh, policy number is 2300517. M as in mom, L as in Larry, the number 8.
[AGENT][NEUTRAL] Thank you and just to be clear because our phone was a little uh shaky in the beginning, you did say that you were calling to get benefits, is that right?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, let me look up his policy real quick.
[AGENT][NEUTRAL] OK, I do show that this policy for [PII] is no longer active. The policy did lapse on [PII].
[AGENT][NEUTRAL] But I'm going to check to see if he has anything else he does he has had a policy issued since then. Let me give you that effective date and the policy number.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The policy number is 2506891.
[AGENT][NEUTRAL] And the effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify his benefits it's not a guarantee of payment.
[AGENT][NEUTRAL] This is a supplemental insurance policy that's billed secondary to the primary.
[AGENT][NEUTRAL] insurance that helps with deductible, co-pay, or.
[AGENT][NEUTRAL] He has an inpatient per occurrence benefit amount of $3000 and then he also has an outpatient per calendar day benefit of $3000.
[CUSTOMER][NEUTRAL] OK, so the 3000 is per calendar day?
[AGENT][NEUTRAL] Yes ma'am for outpatient.
[CUSTOMER][NEUTRAL] OK, alrighty, so his new policy number is 2506891.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. And um it's from [PII] of 24?
[AGENT][NEUTRAL] Ma'am.
[CUSTOMER][NEGATIVE] I'm sorry, is that you, you keep on breaking up so I can't really hear you.
[AGENT][POSITIVE] Oh, I'm so sorry. Yes, that's correct.
[AGENT][NEUTRAL] 71 2024.
[CUSTOMER][NEUTRAL] OK. Um, now, is there,
[CUSTOMER][NEUTRAL] OK. And the group number, what is the group number?
[AGENT][NEUTRAL] The group number is let me.
[AGENT][NEUTRAL] 0071.
[CUSTOMER][NEUTRAL] So it's 200, then 71?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. And the uh the group name is Quality Aircraft Parts Inc.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, perfect. Alrighty.
[CUSTOMER][NEUTRAL] Um, OK, and [PII], what's the first letter to your last name with the reference number please?
[AGENT][NEUTRAL] You can use my name [PII] and then the initial is [PII] and today's date.
[CUSTOMER][POSITIVE] OK, perfect. OK, [PII], alrighty thank you so much. I really appreciate all of your help.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. You have a wonderful day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you you too bye.