AccountId: 011433970860
ContactId: 66548ead-8a99-4bb1-8747-61b3683919e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 320290 ms
Total Talk Time (AGENT): 134909 ms
Total Talk Time (CUSTOMER): 118730 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/66548ead-8a99-4bb1-8747-61b3683919e3_20250408T18:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I need to get benefits for 2 patients, please.
[AGENT][NEUTRAL] OK, I can help you with benefits. Um, can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. My last name initial is [PII] and my call back is [PII].
[AGENT][POSITIVE] OK, thank you so much and um.
[AGENT][NEUTRAL] Let me get the patient's name, date of birth, and policy number for the first one you would like for me to look up.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. The patient's name is [PII]. First name, last name, [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII]. And the policy number is 01978560ML8.
[AGENT][NEUTRAL] OK, let me look that one up first.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're very welcome. OK, I've got Ms. [PII] pulled up and she does have an active policy. Her effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify benefits. It's not a guarantee of payment. She has a supplemental policy that's billed secondary to the primary. It helps with deductible, co-pay and co-insurance.
[AGENT][NEUTRAL] She has an inpatient benefit amount of $7350 per calendar year and then she also has an outpatient benefit amount of the same amount of $7350 per calendar year.
[CUSTOMER][NEUTRAL] OK. And has she used anything towards the outpatient amount?
[AGENT][NEUTRAL] Let me check for you real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEGATIVE] Nothing has been used for the year of [PII].
[CUSTOMER][POSITIVE] Perfect. And then,
[CUSTOMER][NEUTRAL] Sorry, give me one second.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please give me the name of the uh facility you're calling from?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, it's Baptist Hospital of Miami.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I am ready whenever you are to give you the 2nd patient's information.
[AGENT][NEUTRAL] OK, I'm gonna put my note in just real quick and then we'll move on to the second one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, no worries. Thank you so much.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK. Are you still there?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] OK, Ms. [PII], can you hear me?
[CUSTOMER][NEUTRAL] Yes, yes, I can hear you.
[AGENT][NEUTRAL] OK. And what is the second patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The second patient's name, last name is [PII].
[CUSTOMER][NEUTRAL] Um, first name is
[CUSTOMER][NEUTRAL] [PII] Date of birth, [PII].
[CUSTOMER][NEUTRAL] And the patient's policy number is 02446329ML and 7.
[AGENT][NEUTRAL] OK, can you repeat that policy number for me one more time?
[CUSTOMER][NEUTRAL] Yes, it's 02446329 M as in monkey, L as in lemon, and the number 7.
[AGENT][NEUTRAL] OK. All right, let me pull up that policy real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. I do show that this policy for, for [PII], uh, I'm gonna say his name wrong. This policy for the patient is uh no longer active. The policy terminated on [PII].
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. Can I please get your name and a reference number for the call, please?
[AGENT][NEUTRAL] Yes ma'am, my name is [PII], it's [PII]
[AGENT][NEUTRAL] And you can use my name and today's date for the reference.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much, [PII]. I really appreciate your help. I hope you have a great day.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful day too, Ms. [PII]. Thank you for calling APL. Is there anything else?
[CUSTOMER][POSITIVE] Thank you. Have a good day.
[AGENT][POSITIVE] I can help you with
[CUSTOMER][POSITIVE] No, thank you so much. I appreciate it.
[AGENT][POSITIVE] OK, you have a blessed day. Thanks for calling APL.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.