AccountId: 011433970860
ContactId: 6ed24d4b-911d-48de-92bc-823197147c24
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229910 ms
Total Talk Time (AGENT): 72111 ms
Total Talk Time (CUSTOMER): 122987 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/6ed24d4b-911d-48de-92bc-823197147c24_20250327T19:56_UTC.wav
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[CUSTOMER][NEUTRAL] The other one is the insurance name.
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. I'm calling from South Miami Hospital regarding uh a patient that we have in common. I'm just calling to confirm her benefits.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No, [PII]
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] OK, and do you have a callback number I can get?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] Are they like uni 6?
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][POSITIVE] Yeah, whenever you're ready.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] It's 01822584 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Are you not looking
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] The patient, her name is [PII].
[AGENT][NEUTRAL] And what's the date of birth?
[CUSTOMER][NEUTRAL] Let me get that for you.
[CUSTOMER][NEUTRAL] Yeah, what that uh
[CUSTOMER][NEUTRAL] One moment, sorry.
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][POSITIVE] Thank you, my bellies.
[AGENT][NEUTRAL] And you were just needing benefits?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah, we're going to ask if the insurance is active and also to get um if possible coverage details for emergency services.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII].
[AGENT][NEUTRAL] Any benefits given over the phones, not a guarantee of payment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The policy coordinates.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] With the primary entry up to.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, I, we're breaking up. Um, I heard you said effective since [PII].
[AGENT][NEUTRAL] And any benefits given over the phone is not a guarantee of payment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This policy does coordinate with our primary insurance.
[AGENT][NEUTRAL] Whatever her primary applies to her deductible, co-pay, or coinsurance, for outpatient, we'll pay up to $500 per calendar day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, pays up to $500 you said?
[AGENT][NEUTRAL] Yes, ma'am, per calendar day.
[CUSTOMER][NEUTRAL] Put the calendar date, uh huh.
[AGENT][NEUTRAL] And what else were you needing?
[CUSTOMER][NEUTRAL] And this is for emergency services, right?
[AGENT][NEUTRAL] Right, for outpatient.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, OK, that was all thank you so um what's your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Right, that.
[CUSTOMER][NEUTRAL] And um is there a reference number for the call?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much [PII] have a good day.
[AGENT][POSITIVE] Thank you Ma [PII] for calling APL. You have a good day as well.
[CUSTOMER][NEUTRAL] You as well bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Well