AccountId: 011433970860
ContactId: 5dbd630e-c92f-4c0a-812a-f7c6ef656616
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185059 ms
Total Talk Time (AGENT): 74433 ms
Total Talk Time (CUSTOMER): 73294 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/5dbd630e-c92f-4c0a-812a-f7c6ef656616_20250513T13:42_UTC.wav
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[AGENT][POSITIVE] Thanks for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, how are you? My name is [PII]. I'm calling here from Baptist Hospital of Miami. I'm calling to verify eligibility on the patient that's here today.
[AGENT][NEUTRAL] Sure, [PII], I could assist you with that. Can I have a policy number?
[CUSTOMER][NEUTRAL] Yes, 02099835 M as in Mary, L as in Larry, number 8.
[AGENT][NEUTRAL] And could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] Thank you, [PII], you're calling to verify benefits eligibility for [PII]?
[CUSTOMER][POSITIVE] Yes ma'am. Yes ma'am.
[AGENT][NEUTRAL] Is this for outpatient services?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] This policy has outpatient benefits of $500 per calendar day for outpatient services, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage. This policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] Has anything been used already for this year already?
[AGENT][NEUTRAL] This is $500 per calendar day, per calendar day.
[CUSTOMER][NEUTRAL] Oh, so, uh, per, per day, so anytime that she's here, it covers her $500 per day.
[AGENT][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] Yeah, can I have a callback number for you just in case the call is disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] So per calendar day my dear this lady.
[AGENT][NEUTRAL] Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] She's covered, correct? That's what you're telling me. So every time she comes here to the emergency room? OK, perfect. uh.
[AGENT][POSITIVE] That is correct.
[AGENT][NEUTRAL] Per calendar day, Monday, Tuesday, Wednesday, Thursday, Friday, per day.
[AGENT][NEUTRAL] Each day.
[CUSTOMER][NEUTRAL] Oh, OK, so it's her, her, her, her, her, her, her thing is not her out of pocket or anything has not been, is not capped. There's no cap on this gap insurance.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Oh, OK, no cap. OK, and what is her inpatient stay benefits?
[AGENT][NEUTRAL] Give me one moment and I can verify that for you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Her inpatient benefits is $4000 per calendar year, and this is not a guaranteed benefits just a disclaimer of the policy's coverage, yes.
[CUSTOMER][NEUTRAL] Per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, what was your first name, my dear?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] You can use my name in today's date as a reference. [PII].
[CUSTOMER][NEUTRAL] And the first letter of your last name?
[CUSTOMER][POSITIVE] Have a great day, sir. Thank you so much sir bye bye.
[AGENT][POSITIVE] Thanks for calling APL June have.