AccountId: 011433970860
ContactId: 6b1a5f5a-843f-4573-8478-73b8e1ecacea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153380 ms
Total Talk Time (AGENT): 58052 ms
Total Talk Time (CUSTOMER): 33136 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/6b1a5f5a-843f-4573-8478-73b8e1ecacea_20250403T14:28_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling to outpatient benefits for.
[CUSTOMER][NEUTRAL] With
[AGENT][NEUTRAL] OK, and may I ask who's calling?
[CUSTOMER][NEUTRAL] [PII], I'm calling from Miami Hospital.
[AGENT][NEUTRAL] And do you have a callback number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] [PII]. And your name is?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] 01611739 M Mary, L Larry, the number 8.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], and you were just needing outpatient benefits.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I can give those to you. 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 only will pay up to $1500 per calendar year.
[CUSTOMER][NEUTRAL] You said 1000?
[AGENT][NEUTRAL] Yes, 1500 per calendar year.
[CUSTOMER][NEUTRAL] Or 1500.
[CUSTOMER][NEUTRAL] OK, has any of that been used?
[AGENT][NEUTRAL] Hold on just a moment, I'll check for you.
[AGENT][NEUTRAL] No, ma'am. She has not used anything for this year.
[CUSTOMER][POSITIVE] OK, alright, I believe that'll be it thank you so much for your help.
[AGENT][POSITIVE] Thank you, [PII], for calling APA. You have a good day.
[CUSTOMER][NEUTRAL] You too, bye bye.
[AGENT][NEUTRAL] Bye-bye.