AccountId: 011433970860
ContactId: 6d658d99-3ffd-4f76-be9c-2733d6d850bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126360 ms
Total Talk Time (AGENT): 57165 ms
Total Talk Time (CUSTOMER): 39771 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/6d658d99-3ffd-4f76-be9c-2733d6d850bb_20250207T21:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, good afternoon. My name is [PII]. I'm calling from the Miami Cancer Institute. I wanted to check eligibility and benefits on a member.
[AGENT][NEUTRAL] OK, I can help you. Can you spell your first name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh [PII], it's pronouncedwany.
[CUSTOMER][POSITIVE] Yes, yes, correct.
[AGENT][POSITIVE] I like that. That's cute. OK. And oh.
[CUSTOMER][POSITIVE] Oh thank you.
[AGENT][NEUTRAL] Eligibility and benefits is this for in an office setting or facility?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, it's in an outpatient hospital, um, setting.
[AGENT][NEUTRAL] OK. OK. And what's the policy number?
[CUSTOMER][NEUTRAL] Uh yes, the policy number is 01611878.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, yes, [PII], [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, so I'm showing a policy effective date of [PII]. The policy is active at this time.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And the maximum outpatient benefit.
[AGENT][NEUTRAL] It's up to $1500 that's per calendar year.
[AGENT][NEUTRAL] And information provided is verification, not a guarantee of payment, and we'll check to see if any of that has been used.
[AGENT][NEUTRAL] Uh, do show that total amount is available at this time. And any other questions I can assist with today?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] Um, no, that will be all. Thank you so much.
[AGENT][POSITIVE] Hey, you're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.