AccountId: 011433970860
ContactId: 5996da11-d1b2-49a7-9f8c-9b0bdc6ede9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163660 ms
Total Talk Time (AGENT): 68591 ms
Total Talk Time (CUSTOMER): 59903 ms
Interruptions: 0
Overall Sentiment: AGENT=3.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/5996da11-d1b2-49a7-9f8c-9b0bdc6ede9d_20250130T22:51_UTC.wav
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[AGENT][POSITIVE] Hi, thank you for calling APL. This is [PII]. I'm so sorry, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling from Baptist Hospital of Miami. Uh, I'm just calling to see how much you guys cover a patient per calendar year for hospital outpatient, please.
[AGENT][POSITIVE] OK, yeah, I'd love to help you with those outpatient benefits, Miss [PII], and do you mind if I snag a quick call back number please?
[CUSTOMER][NEUTRAL] Uh, yeah, [PII].
[AGENT][NEUTRAL] Thank you. And what's that member's policy number?
[CUSTOMER][NEUTRAL] It is 02241482 M as in mom, L as in Larry, the number 8.
[AGENT][POSITIVE] Alright, thank you, let me get that all pulled up for you.
[AGENT][NEUTRAL] And I think I must have taken it down wrong. Would you repeat that number back to me one more time?
[CUSTOMER][NEUTRAL] Um, it is 02241482 ML8.
[AGENT][POSITIVE] And thank you so much. I did just switch around um a 4 and an 8 there. I'm sorry about that one second.
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you so much for your patience, and if you could verify for me that member's first and last name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][POSITIVE] Wonderful. I do see Ms. [PII] here and I'm gonna pull up those benefits. I do want to let you know any benefit information we give over the phone is just gonna be a verification of coverage and not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Wonderful. And [PII], I see that um her benefits for outpatients are on a per calendar day basis and she has up to $200 per calendar day.
[CUSTOMER][NEUTRAL] So 200, give me one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so then it's $200 that she is covered.
[AGENT][NEUTRAL] Yes, each day it resets for her fresh.
[CUSTOMER][NEUTRAL] Per calendar date. OK, so 200 per calendar date. OK. And [PII], um, what is the effective date, please?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh yeah, you betcha. Let me pull that up. I show it's going to be [PII].
[CUSTOMER][NEUTRAL] [PII] OK and what is the first letter to your last name please?
[AGENT][NEUTRAL] Oh, [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And the reference number for this call?
[AGENT][NEUTRAL] It's just gonna be my first name last initial today's date, Ms. [PII].
[CUSTOMER][POSITIVE] OK great thank you so much I hope you have a good day.
[AGENT][POSITIVE] You too, take care, enjoy your weekend.
[CUSTOMER][NEUTRAL] You too bye.