AccountId: 011433970860
ContactId: 66e0ce86-408f-46c7-bd7f-d0135e4a3ce2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184179 ms
Total Talk Time (AGENT): 77118 ms
Total Talk Time (CUSTOMER): 59960 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/66e0ce86-408f-46c7-bd7f-d0135e4a3ce2_20250425T16:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from University of Miami Hospital. How do you spell your name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] Mm thank you.
[AGENT][NEUTRAL] You're welcome, Miss [PII], and may I have a callback number just in case we get disconnectconnected.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is 02516784.
[AGENT][POSITIVE] That's great, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Then it will be [PII], [PII].
[AGENT][NEUTRAL] Can you repeat the date of birth one more time?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, that date of birth is not matching.
[CUSTOMER][NEUTRAL] The name is [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the the er that we have on file, it is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, that date of birth is.
[CUSTOMER][NEUTRAL] That's the name that we, that's the dealer that we have.
[AGENT][NEUTRAL] OK, yeah, that date of birth is not matching at all. um, let me see if we can verify something else.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Do you know the last four digits of the social?
[CUSTOMER][NEUTRAL] Mm, OK. Let me see if I'm gonna be [PII].
[AGENT][POSITIVE] OK, perfect. Thank you. All right. And let's see. So you said that you're needing benefits today?
[CUSTOMER][NEUTRAL] Yes, the patient is coming for an echocardiogram, and I would like to share what benefits he has available for the hospital-based facility for patient service.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] All right. And this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And this is one of our secondary supplemental plans to the major medical with an effective date of [PII] and it is active at the moment. And uh outpatient maximum is $500 per day.
[CUSTOMER][NEUTRAL] $500 per day.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Wow. One is the 50 of the policy?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, perfect. Thank you, sir. Thank you for helping me. Have a nice day.
[AGENT][POSITIVE] Welcome to you as well. Is there anything else I might help you with today sir?
[CUSTOMER][POSITIVE] That's gonna be all, thank you.
[AGENT][POSITIVE] You're welcome. Have a good weekend and thank you for calling APO.