AccountId: 011433970860
ContactId: 60172b4b-55db-4b98-8ae0-6d300dbf0224
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170339 ms
Total Talk Time (AGENT): 69256 ms
Total Talk Time (CUSTOMER): 80282 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/60172b4b-55db-4b98-8ae0-6d300dbf0224_20250603T15:00_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, good morning. I'm calling from Baptist Hospital Miami, and I was wondering if you can assist me with verifying if a patient is active with you.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with eligibility first. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, of course. My name is [PII]
[CUSTOMER][NEUTRAL] And my callback number is [PII].
[CUSTOMER][NEUTRAL] And my extension is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Of course. It is 02240465 letter M for Mary, L for Larry, number 8.
[AGENT][NEUTRAL] OK. Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][POSITIVE] It's still active. Perfect. Um, may I ask also, uh, does he have, um, a coverage?
[CUSTOMER][NEUTRAL] For that, uh, account or policy, I do apologize.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. um, is this for inpatient or outpatient services?
[CUSTOMER][NEUTRAL] It is for outpatient service, yes.
[AGENT][NEUTRAL] OK. For outpatient, we cover up to 7900 per calendar year and that's for the copay, the co-insurance, and the deductible after the primary insurance processes the claim and the full 7900 is available. He hasn't used any this year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] He hasn't. OK, perfect. I do apologize. You did say you did say your name to me, but may I have a spelling of it as well?
[AGENT][NEUTRAL] Um, it's [PII]. It's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] And, uh, Miss [PII], would you happen to have um
[CUSTOMER][NEUTRAL] A reference number for me or can I just use your name as a reference?
[AGENT][NEUTRAL] Um, yes, ma'am. My name and today's date is your reference number. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That was it. Thank you so very much for your help. I really appreciate it.
[AGENT][POSITIVE] OK. Thank you, [PII] for calling APL. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] You as well. Thank you. Bye-bye.
[AGENT][POSITIVE] Mm, thanks.