AccountId: 011433970860
ContactId: 5b29e98a-672d-4928-86d7-39d6418e7f6d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119860 ms
Total Talk Time (AGENT): 62136 ms
Total Talk Time (CUSTOMER): 44738 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/5b29e98a-672d-4928-86d7-39d6418e7f6d_20250206T18:29_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. Uh, my name is [PII]. I'm calling from the Miami Cancer Institute. I wanted to check, um, eligibility and benefits on a member.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with both the eligibility and benefits. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, um, it's [PII]. That's my direct line, and the policy number is 02579542.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um, yes, [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. I am showing the policy is active. It's been effective since [PII]. And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Um, hospital outpatient services.
[AGENT][NEUTRAL] Alright, so for outpatient, the policy will pay up to $500 per calendar day. That does include um surgery in an outpatient, a hospital outpatient facility or free-standing outpatient surgery center.
[CUSTOMER][NEUTRAL] Hospital outpatient facility.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. That's the benefit for the outpatient facility.
[AGENT][NEUTRAL] So it's $500 per calendar day.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much and may I have a reference number um [PII] for the call, please?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you. Have a good day.
[AGENT][POSITIVE] You're very welcome. One of you also, and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.