AccountId: 011433970860
ContactId: 71a66901-08bc-4900-a913-18c4bf9a17ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136039 ms
Total Talk Time (AGENT): 49957 ms
Total Talk Time (CUSTOMER): 38849 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/71a66901-08bc-4900-a913-18c4bf9a17ea_20250328T21:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from South Miami Hospital. I wanted to verify benefits for a member.
[AGENT][NEUTRAL] Hey
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII] callback number is [PII].
[AGENT][NEUTRAL] OK, I, I can uh verify benefits for you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, policy number is 023844.
[CUSTOMER][NEUTRAL] 88 M as in Mike, L as in Lima, and the number 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, this is not a guarantee of payment basic outline of the policy. Uh, so she's active and effective [PII]. Was that for outpatient benefits?
[CUSTOMER][NEUTRAL] Um, it's actually for inpatient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You see, I'll get that pulled up. Just give me one moment.
[AGENT][NEUTRAL] Um, please note this is a secondary policy, so we will pay, um, after the primary is paid, so please be sure to submit that when you submit the claim for inpatient hospital benefits, she has a 7500 calendar year maximum.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And has she used any of that um benefit for this year?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] I don't show anything's been used to date.
[CUSTOMER][POSITIVE] OK, alright, perfect, um, alright, so then that was it, uh, thank you so much for your help, [PII].
[AGENT][POSITIVE] All right, thank you for calling APL. You have a great weekend.
[CUSTOMER][POSITIVE] Thank you you too bye bye.