AccountId: 011433970860
ContactId: 5f071454-c0a8-460e-8700-ed1c7165bc10
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107860 ms
Total Talk Time (AGENT): 46694 ms
Total Talk Time (CUSTOMER): 45058 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/5f071454-c0a8-460e-8700-ed1c7165bc10_20250408T17:59_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. This is [PII] calling from South Miami Hospital to verify benefits for a patient.
[AGENT][NEUTRAL] Sure, I can assist you with that. Could you provide me with the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] and call back number is [PII].
[AGENT][NEUTRAL] And what is the policy number of the member that you're calling to verify benefits for today, [PII]?
[CUSTOMER][NEUTRAL] 02357655 ML8
[AGENT][NEUTRAL] Thank you. Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], uh last name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Call to verify benefits eligibility correct for what place of service?
[CUSTOMER][NEUTRAL] Outpatient hospital?
[AGENT][NEUTRAL] The member has outpatient benefits of $750 per calendar day, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage, and her policy has been active since [PII] and is currently active.
[CUSTOMER][POSITIVE] Thank you so much. Um.
[AGENT][NEUTRAL] Welcome.
[CUSTOMER][NEUTRAL] Is there a reference number for the call?
[AGENT][NEUTRAL] We don't provide those unfortunately, but you can use my name and today's date as a reference.
[AGENT][NEUTRAL] It's [PII], and today's date. My name is [PII].
[CUSTOMER][NEUTRAL] OK, I'm sorry, what was your name again?
[CUSTOMER][NEUTRAL] OK, I forgot the [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much I hope you have a great rest of your day.
[AGENT][POSITIVE] Thank you. Thanks for calling APL. You have a great one as well. Goodbye.
[CUSTOMER][POSITIVE] Thank you bye bye.