AccountId: 011433970860
ContactId: 6865d6b5-1e59-4f44-8e05-706f763f4fdd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157910 ms
Total Talk Time (AGENT): 63310 ms
Total Talk Time (CUSTOMER): 53068 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/6865d6b5-1e59-4f44-8e05-706f763f4fdd_20250606T20:20_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling you from South Miami Hospital. I'm trying to get the uh benefits and eligibility on a patient for outpatient surgery.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected? I can call you back?
[CUSTOMER][NEUTRAL] Yeah, area code is [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I do. Uh, policy number I have is 01711989.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, and the number 8.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what's that patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] Or [PII]. Her date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you were just needing outpatient surgery benefits?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII]. Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] This policy coordinates with the primary insurance. Whatever the primary applies to their deductible co-pay or co-insurance, we'll pay up to $1500 per calendar year.
[CUSTOMER][NEUTRAL] Do you know if they use that this year yet?
[AGENT][NEUTRAL] Hold on just a moment, I'll check for you.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] It looks like they've only used $250.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No pre-certification required for this, right?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Any reference number for my call with you?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] I'm sorry, what was your first initial of your last name, [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good afternoon.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.