AccountId: 011433970860
ContactId: 5d944d22-83bc-490d-a1d9-56b58188fa51
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119699 ms
Total Talk Time (AGENT): 59241 ms
Total Talk Time (CUSTOMER): 45415 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/5d944d22-83bc-490d-a1d9-56b58188fa51_20250124T16:03_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. I help you? How can I?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling from Stewart Coral Gables Hospital trying to verify a member's eligibility and benefits.
[AGENT][NEUTRAL] OK, I can assist with it, [PII]. If you could spell your first name for documentation please.
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][POSITIVE] OK, thank you so much and may I also have your callback number if we are disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And may I have the policy number, please?
[CUSTOMER][NEUTRAL] I have 02534281 M like Mary L like Larry 7.
[AGENT][POSITIVE] OK, thank you so much [PII]. One moment please excuse me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you very much for that verification process. Now do you need inpatient or outpatient benefits for the member?
[CUSTOMER][NEUTRAL] Outpatient. I show they have Amet as primary and it's for outpatient hospital benefits.
[AGENT][NEUTRAL] OK, let me get that information for you. Yes ma'am, we are their secondary or supplemental, and it shows effective as of [PII] policy shows active with us. Please note verification of benefits provided does not guarantee payment. The benefits that the member has pays on a per day max of up to $1500.
[CUSTOMER][POSITIVE] OK. All [PII].
[CUSTOMER][NEUTRAL] Um, what is the initial to your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And is there a reference number for the call?
[AGENT][NEUTRAL] Uh, no, but you can use my name and today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you.
[AGENT][POSITIVE] You're welcome right now thank you for calling [PII]. Have a great day bye.
[CUSTOMER][NEUTRAL] You too bye bye.