AccountId: 011433970860
ContactId: 870a1dcf-d0ca-408a-aebc-085cc23c4e77
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155139 ms
Total Talk Time (AGENT): 74482 ms
Total Talk Time (CUSTOMER): 45189 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/870a1dcf-d0ca-408a-aebc-085cc23c4e77_20250508T18:07_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to get benefits and eligibility for patient, please.
[AGENT][POSITIVE] OK, sure, I can assist you with benefits and eligibility. May I have your name?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and my call back number is [PII].
[AGENT][NEUTRAL] And how do you spell your name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and may I have the name of the facility you're calling from, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, Baptist Hospital of Miami.
[AGENT][NEUTRAL] OK, and what's the patient's policy number yeah.
[CUSTOMER][NEUTRAL] It's 02549523.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Their name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you and what type of service is being rendered for benefits?
[CUSTOMER][NEUTRAL] Um, outpatient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. We have an effective date of, let's see, [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical and we have an outpatient maximum of 6000 per covered person per calendar year.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK. And has she used anything towards that?
[AGENT][NEUTRAL] I can check for you. Let's give me one moment.
[AGENT][NEUTRAL] As of today, she has used $1740.
[CUSTOMER][NEUTRAL] 1740. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect. And what was your name, please?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you so much, so. I hope you have a great day. Thank you for your help.
[AGENT][POSITIVE] Yes so is here. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.