AccountId: 011433970860
ContactId: 5ebe4810-9768-482d-b632-5addc2033e61
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150220 ms
Total Talk Time (AGENT): 67730 ms
Total Talk Time (CUSTOMER): 46198 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/5ebe4810-9768-482d-b632-5addc2033e61_20250228T16:14_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Baptist Hospital Miami. I'm just calling to get the, uh, to see how much has been used from a plan for a patient.
[AGENT][NEUTRAL] OK, I can help you with the benefits for patient um [PII], can I please get your call back number, sir, just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh patient's name is [PII], which is [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] And policy number is 229578.
[CUSTOMER][NEUTRAL] 8 M as in Mary, L as in Larry.
[CUSTOMER][NEUTRAL] 8.
[AGENT][NEUTRAL] OK, let me go ahead and pull that in real quick.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, I do show that does have an active policy. Um, his effective date is [PII].
[AGENT][NEUTRAL] And are you looking for outpatient benefit balance used for the year?
[CUSTOMER][NEUTRAL] Uh, balance used for the year, yes.
[AGENT][NEUTRAL] OK, let me check for you.
[AGENT][NEUTRAL] He has, and this is just to verify his benefits it's not a guarantee of payment. He does have an outpatient benefit per calendar year of $3500.
[AGENT][NEUTRAL] And let me see what he's used this year.
[AGENT][NEUTRAL] He has used his outpatient benefit for the year of [PII] and the amount of $3500.
[CUSTOMER][POSITIVE] OK, perfect. And I'm sorry, what was your name again?
[AGENT][NEUTRAL] My name is [PII]. It's [PII]
[CUSTOMER][POSITIVE] OK. Thank you so much for your help today, [PII]. Have a great day.
[AGENT][POSITIVE] You too [PII] have a great weekend too, and thanks for calling APL sir.
[CUSTOMER][POSITIVE] All right, enjoy it.
[AGENT][POSITIVE] Thank you, sir. You too. Bye-bye, sir.
[CUSTOMER][POSITIVE] Take care.