AccountId: 011433970860
ContactId: 6c52ec6d-0030-4caf-8158-e6fec1d8bba9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108260 ms
Total Talk Time (AGENT): 51169 ms
Total Talk Time (CUSTOMER): 39851 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/6c52ec6d-0030-4caf-8158-e6fec1d8bba9_20250103T18:59_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. I'm calling from South Miami Hospital. I'm trying to verify benefits for inpatient benefits, please.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. The callback number will be [PII].
[AGENT][NEUTRAL] [PII], can I have the policy number of the member that you're inquiring eligibility for today?
[CUSTOMER][NEUTRAL] Sure. For inpatient, it would be 02581801 ML.
[CUSTOMER][NEUTRAL] 7.
[AGENT][NEUTRAL] Thank you, can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Of course. Name will be [PII]. Date of birth will be [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're calling to verify outpatient benefits?
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] I mean, inpatient.
[CUSTOMER][NEUTRAL] And patient for tomorrow. She's having a C-section.
[AGENT][NEUTRAL] Are you not able to hear me?
[CUSTOMER][NEUTRAL] Yes I am.
[AGENT][NEUTRAL] This member's policy has been active since [PII] and is currently active. She has inpatient benefits of $6000 per calendar year, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, has she used any?
[AGENT][NEUTRAL] The policy became effective [PII] and she has not utilized any of her benefits.
[CUSTOMER][POSITIVE] Perfect. What's your name again? I'm sorry?
[AGENT][NEUTRAL] [PII], today's date because unfortunately, [PII], we don't provide reference numbers.
[CUSTOMER][POSITIVE] Perfect, no problem, my love. I understand.
[CUSTOMER][POSITIVE] Thank you so much have a good day.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day. You do the same. Bye.
[CUSTOMER][NEUTRAL] Bye bye.