AccountId: 011433970860
ContactId: 7e8d269a-d26f-45d8-895f-19e5c56caf80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157100 ms
Total Talk Time (AGENT): 69938 ms
Total Talk Time (CUSTOMER): 85422 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/7e8d269a-d26f-45d8-895f-19e5c56caf80_20250328T22:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, um, good afternoon. I'm calling because I needed to verify coverage on a patient's policy.
[AGENT][NEUTRAL] OK, I can help you with eligibility for a patient. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]. Call back [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Date of birth
[CUSTOMER][NEUTRAL] The name of the patient is [PII] [PII] is the date of birth. Policy ID I have is, I'm not sure if this is correct, but I'll tell you what I have um 0244632.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 9, M as in mom, L as in Larry.
[CUSTOMER][NEUTRAL] 7
[AGENT][POSITIVE] OK, let me look that up real quick. That sounds like a good number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, that sounds good to me. I hope it is.
[AGENT][NEUTRAL] Uh yes ma'am.
[CUSTOMER][NEUTRAL] Mhm, OK.
[AGENT][NEUTRAL] OK. I do show that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] does have an active policy. His effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] OK, and currently still active? OK.
[AGENT][NEUTRAL] Yes, and what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's Baptist Hospital of Miami.
[AGENT][POSITIVE] OK, Ms. [PII]. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yes, actually one more question, does he have any outpatient benefits available to him and if so, has he used any of it?
[AGENT][NEUTRAL] OK, and this is just to verify his benefits. It's not a guarantee of payment. He has outpatient per calendar day benefits of $500. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Per calendar day.
[CUSTOMER][NEUTRAL] $500 a day. OK, so that was available to him. OK, per calendar day. OK, great. All right, and what did you say your name was?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] OK, [PII], and any reference number for today's call?
[AGENT][NEUTRAL] Yes, ma'am, you can use my name in today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, great. Well, thank you so much, [PII].
[AGENT][POSITIVE] You're welcome, [PII]. I hope you have a wonderful weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] Have a good evening. You too. Thank you so much. You have a good weekend. OK, bye-bye. Bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[AGENT][NEUTRAL] You too.