AccountId: 011433970860
ContactId: 7e6b2afa-99aa-4deb-be54-a19eb9c6ddb3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172179 ms
Total Talk Time (AGENT): 77443 ms
Total Talk Time (CUSTOMER): 64760 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/7e6b2afa-99aa-4deb-be54-a19eb9c6ddb3_20250402T17:36_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Delete it
[CUSTOMER][NEUTRAL] Hi, yes. Good afternoon, [PII]. Um, I need to verify benefits on a patient, please.
[AGENT][POSITIVE] OK, I can help you with benefits. May I please get your name and your callback number?
[CUSTOMER][NEUTRAL] My name is [PII], last initial [PII].
[CUSTOMER][NEUTRAL] Phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what's the um the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] University of Miami hospitals and clinics.
[AGENT][NEUTRAL] Thank you. Uh, can I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, it is [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] The policy number is 01936823M as in Mary L as in Larry 8.
[AGENT][NEUTRAL] OK, let me pull that up real quick for us.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. The effective date of his policy is [PII].
[AGENT][NEUTRAL] And this is just to verify his benefits. It's not a guarantee of payment. This is a supplemental insurance policy that's billed secondary to the primary. It helps with deductible, co-pay, and co-insurance. He has an inpatient calendar year benefit amount of $3500 and then he also has an outpatient per calendar day benefit of $500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, so this is supplemental not only to his Medicare, but to like his regular commercial plan.
[AGENT][NEUTRAL] Yes, to his commercial insurance is a major medical.
[CUSTOMER][NEUTRAL] OK, so it's supplemental to major medical.
[CUSTOMER][NEUTRAL] OK. And uh [PII], if I can get the initials to your last name and a car reference number, please?
[AGENT][NEUTRAL] Yes, my last name initial is [PII], and you can use my name [PII]
[AGENT][NEUTRAL] And today's date for your reference.
[CUSTOMER][NEUTRAL] And your um your time zone?
[AGENT][NEUTRAL] Central.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] Thank you so much. Have a great day.
[AGENT][POSITIVE] You're very welcome, May. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] Alright well you have a blessed day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye