AccountId: 011433970860
ContactId: 788eab7b-90f8-49a7-96a1-a22b19e653d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 316989 ms
Total Talk Time (AGENT): 101923 ms
Total Talk Time (CUSTOMER): 120520 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/788eab7b-90f8-49a7-96a1-a22b19e653d7_20250513T12:21_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from Hialeah Hospital. I'm calling to verify whether the member is active with this gap insurance and uh with the gap insurance cover for a surgery.
[AGENT][POSITIVE] Sure, I can assist you with that.
[AGENT][NEUTRAL] Can I have a policy number?
[CUSTOMER][NEUTRAL] You're asking you're asking for the policy. OK, give me a moment. Let me see what I have here.
[CUSTOMER][NEUTRAL] OK, I have the policy. Hold on a moment.
[CUSTOMER][NEUTRAL] I have it as 230-1303.
[AGENT][NEUTRAL] And what is this member's name and date of birth?
[CUSTOMER][NEUTRAL] The member's name is [PII]. Date of birth would be [PII].
[AGENT][NEUTRAL] OK, so the policy number that you gave me is not mention the name. So could you provide me the policy number one more time?
[CUSTOMER][NEUTRAL] The one that I have is 230-1303. It could be incorrect. The member gave it to us by phone.
[AGENT][NEUTRAL] So spell the member's last name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And could you spell the first name?
[CUSTOMER][NEUTRAL] Of course, M sorry, [PII]
[CUSTOMER][NEUTRAL] She has a middle initial that's [PII]
[AGENT][NEUTRAL] What city and state does [PII] live in?
[CUSTOMER][NEUTRAL] As in [PII].
[CUSTOMER][NEUTRAL] Oh, OK, she lives in [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] It's.
[AGENT][NEUTRAL] What's her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're calling to verify benefits and eligibility, could you provide me with the spelling of your name?
[CUSTOMER][NEUTRAL] Yes, of course, [PII].
[CUSTOMER][NEUTRAL] A VIN number.
[AGENT][NEUTRAL] And what's your call back number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're calling to verify benefits eligibility for what place of service?
[CUSTOMER][NEUTRAL] Hi Hospital.
[AGENT][NEUTRAL] Outpatient benefits?
[CUSTOMER][NEUTRAL] It's for outpatient outpatient surgery, yes.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active.
[AGENT][NEUTRAL] [PII] has outpatient benefits of $3000 per calendar year, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage.
[AGENT][NEUTRAL] Let me see how much she's utilized.
[CUSTOMER][NEUTRAL] And how much has he used
[AGENT][NEUTRAL] She's utilized $35 of her benefits for [PII].
[CUSTOMER][NEUTRAL] I I was.
[CUSTOMER][NEUTRAL] Oh yeah, yeah.
[CUSTOMER][NEUTRAL] I believe the patient told me that. OK, so what is the total that she has right now?
[AGENT][NEUTRAL] And let me give you the correct policy number. She has $3000 per calendar year and she's only utilized $35 of her benefits of the $3000.
[CUSTOMER][POSITIVE] Oh thank you.
[CUSTOMER][NEUTRAL] $35.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The correct policy number is 2331303. It's 2331303.
[CUSTOMER][NEUTRAL] OK, give me just one second.
[CUSTOMER][NEUTRAL] And just to confirm your information, she's been active with this gap insurance since [PII]. She has outpatient benefits. Uh, she has a total of $3000 per calendar year. She's only used $35 so she has less $2,965. Her policy number will be 2331303. Is this correct?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, and can I have your name one more time?
[AGENT][NEUTRAL] My name is [PII], and today's date is a reference because unfortunately we don't provide reference numbers.
[AGENT][NEGATIVE] Killing
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, that will be all. Thank you very much for your help.
[AGENT][POSITIVE] Is there anything else? Thanks for calling APL. Have a great day. Goodbye.
[CUSTOMER][NEUTRAL] No, that will be all.
[CUSTOMER][NEUTRAL] You too.