AccountId: 011433970860
ContactId: 766dcfa6-f64e-4807-adf1-aed01cafb6af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159110 ms
Total Talk Time (AGENT): 67438 ms
Total Talk Time (CUSTOMER): 63075 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/766dcfa6-f64e-4807-adf1-aed01cafb6af_20250414T14:56_UTC.wav
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[AGENT][POSITIVE] Thank you for calling EPL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII] calling from Baptist Hospital of Miami to check benefits on one of your members please for inpatient.
[AGENT][NEUTRAL] Inpatient, OK, I can help with that and please spell your first name for documentation.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you very. My name is [PII]
[CUSTOMER][NEUTRAL] And what is yours?
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] May I have your callback number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I also have the policy number, please?
[CUSTOMER][NEUTRAL] It's 02486903.
[AGENT][POSITIVE] Thank you very much [PII]. One moment.
[CUSTOMER][POSITIVE] Well thank you.
[AGENT][NEUTRAL] And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] His name is [PII], and [PII].
[AGENT][POSITIVE] Thank you, thank you so much and you're calling for inpatient benefits give me one moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Good yourself?
[AGENT][NEUTRAL] OK, please note verification of benefits provided does not guarantee payment. We will pay up to $1000 for the calendar year for inpatient benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Per calendar year.
[AGENT][NEUTRAL] Yes ma'am, I can check to see if anything has been accumulated.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][NEUTRAL] You're welcome, and currently to date nothing has been accumulated towards that 1000 inpatient max.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] When you said per calendar year that means per day.
[AGENT][NEUTRAL] No, that means for the calendar year we will pay up to $1000 for the calendar year.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] And, and can I have the first letter of your last name too, please?
[AGENT][NEUTRAL] Of course, it is [PII].
[CUSTOMER][NEUTRAL] And is there a reference number for this call?
[AGENT][NEUTRAL] No, but you can use my name and today's date, please. Hold on, thank you.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] OK perfect thank you so much for all the information have a wonderful day.
[AGENT][POSITIVE] You as well and thank you for calling APL. Take care bye bye.
[CUSTOMER][POSITIVE] Take care bye.