AccountId: 011433970860
ContactId: 63f5b640-a9d5-45fa-ae24-7a555841041a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149570 ms
Total Talk Time (AGENT): 67590 ms
Total Talk Time (CUSTOMER): 63883 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/63f5b640-a9d5-45fa-ae24-7a555841041a_20250502T21:33_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good afternoon. Uh, I'm sorry. Your name is [PII]?
[AGENT][NEUTRAL] So, [PII] mhm.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, uh my name is [PII] I'm calling from Baptist Hospital of Miami. And I, I was wondering if you can assist me with a patient. I need to uh check if the patient's active with you and if they have any coverage.
[AGENT][POSITIVE] OK, sure, I can assist you with the eligibility and benefits, [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, of course. Let me go ahead and give you my direct number. It's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] I am showing 2502546.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, [PII], and date of birth is [PII].
[AGENT][POSITIVE] Perfect. Thank you. All right. So we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] Would you happen to have the, the coverage and how much they've uh uh used so far?
[AGENT][NEUTRAL] OK, sure, and this is for outpatient service?
[CUSTOMER][POSITIVE] I do apologize, yes, it is.
[AGENT][NEUTRAL] OK, and this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. We have a calendar year maximum of 2500 per cover person per calendar year. And let me check and see how much you use. One moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] For [PII], she has used 150.
[CUSTOMER][NEUTRAL] 150. Perfect. Uh, so, may I ask, may I use your name as a reference or do you have a reference number for me?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] In today's date. Perfect. Thank you so very much for your help. I really appreciate it.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. Thank you for calling APL. Have a good day. Happy weekend.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you, bye bye.