AccountId: 011433970860
ContactId: 6ca4e8e6-aa32-4c5f-88b7-789948f72dd5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203479 ms
Total Talk Time (AGENT): 88951 ms
Total Talk Time (CUSTOMER): 48256 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/6ca4e8e6-aa32-4c5f-88b7-789948f72dd5_20250411T19:04_UTC.wav
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[AGENT][NEUTRAL] Good afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, yes, I'm calling from Baptist Hospital Miami. My name is [PII]. I'm just calling to see if a patient is currently active with you guys.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility. And I'm sorry, can, can you spell the name for me, your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have a callback number just in case we get disconnected, Mr. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, it's 01659400.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you, Mr. [PII]. And you say you need eligibility. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][POSITIVE] Alrighty thank you uh uh how much have they met, how much have they used?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I can check on that for you. And this is outpatient benefits or inpatient?
[CUSTOMER][NEUTRAL] Yeah, outpatient, uh huh, outpatient.
[AGENT][NEUTRAL] OK. All right. And before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. All right, so she has 7900. Let me see how much she used. One moment.
[AGENT][NEUTRAL] Alright, as of today.
[AGENT][NEUTRAL] Let me make sure. OK, as of today, she has used $7840.
[CUSTOMER][POSITIVE] Alrighty thank you and what does this secondary plan cover?
[AGENT][NEUTRAL] This is to help with the deductible co-payment and co-insurance.
[CUSTOMER][NEUTRAL] So this is like the what supplemental plan is this like a G?
[AGENT][NEUTRAL] No, this is a commercial, so it's a secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you need any other information on this number?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] No, that'll be it. Thank you. What's your name?
[AGENT][NEUTRAL] Mhm. My name is [PII].
[CUSTOMER][POSITIVE] Alrighty, thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Mr. [PII]
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye