AccountId: 011433970860
ContactId: 83bb0139-6d6f-42b8-858a-c513090cad25
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103559 ms
Total Talk Time (AGENT): 45231 ms
Total Talk Time (CUSTOMER): 36024 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/83bb0139-6d6f-42b8-858a-c513090cad25_20250129T18:09_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from University of Miami Hospital.
[CUSTOMER][NEUTRAL] [PII], I'm calling to check up to how much a patient has available to use to uh for an outpatient procedure on a hospital facility.
[AGENT][POSITIVE] OK, I'll be happy.
[AGENT][POSITIVE] I'll be happy to assist with.
[AGENT][POSITIVE] Remaining benefits today [PII] if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] The policy number is 02570582.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII].
[AGENT][NEUTRAL] And I do show that.
[AGENT][NEUTRAL] They haven't used any of their benefits so they would have the full amount available and I'm showing for outpatient they have a calendar year maximum of $3000.
[CUSTOMER][NEUTRAL] $30,000.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Mm perfect uh [PII], what is your last name or initial?
[AGENT][NEUTRAL] It's [PII]. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] No, do you have a card reference number that you can provide to me?
[AGENT][NEUTRAL] It's just my name and today's date and time.
[CUSTOMER][POSITIVE] Thank you, [PII]. Thank you for helping me. Have a nice day.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.