AccountId: 011433970860
ContactId: 722fd73b-dbdb-4f1f-afe4-944a7ae166d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128350 ms
Total Talk Time (AGENT): 56014 ms
Total Talk Time (CUSTOMER): 49261 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/722fd73b-dbdb-4f1f-afe4-944a7ae166d6_20250324T15:00_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, my name is [PII]. I'm calling from Baptist Hospital Miami. I'm just trying to get eligibility and benefits for a patient.
[AGENT][NEUTRAL] OK, well, I can help you with both the eligibility and the benefits and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, direct line is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] My policy number is 01611807 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII], uh, date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing that the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Uh, just need to know, uh, uh, what's the maximum benefit coverage for outpatient services.
[AGENT][NEUTRAL] For outpatients, the benefit max is up to $1500 per calendar year. Did you want me to see if any has been used?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] Alright, hold on one moment.
[AGENT][NEGATIVE] And so far she has not used any of the benefits for [PII].
[CUSTOMER][NEUTRAL] OK, perfect. And can I get your name. Uh, you say your name is [PII]. Can I get a reference number for this call or will it be your name and today's date?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, thank you very much and uh you have a great day.
[AGENT][POSITIVE] Thank you, ma'am are you also, was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][POSITIVE] No, that's it thank you very much.
[AGENT][POSITIVE] All right. You're welcome. Thanks for calling APL. Have a great week.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.