AccountId: 011433970860
ContactId: 680f643d-562d-4051-97d5-3caad02112f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117540 ms
Total Talk Time (AGENT): 62268 ms
Total Talk Time (CUSTOMER): 34029 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/680f643d-562d-4051-97d5-3caad02112f4_20250430T14:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. This is [PII] from Boca Raton Regional. I'm calling for benefits for my patient.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name again and a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] phone number [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 02036916 M as in Mary L 8
[AGENT][NEUTRAL] Thank you. Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] I have [PII] 12764.
[AGENT][NEUTRAL] OK, and just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Outpatient hospital.
[AGENT][NEUTRAL] OK. For outpatient, we cover up to $500 per day and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK. Has anything been accumulated or you just cover 500?
[AGENT][NEUTRAL] Um, it's a, it.
[AGENT][POSITIVE] It's 500 per day. It's a daily benefit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much and I'm sorry, did you say your name was [PII]?
[AGENT][NEUTRAL] Yes, it's [PII] and my last initial is [PII] like [PII]. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That'll be all thank you have a good day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][POSITIVE] You're welcome bye bye.