AccountId: 011433970860
ContactId: 88780442-4511-41bf-b1cc-84cdf04897bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109839 ms
Total Talk Time (AGENT): 39286 ms
Total Talk Time (CUSTOMER): 46505 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=3.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/88780442-4511-41bf-b1cc-84cdf04897bd_20250307T22:18_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, um, I'm calling from Baptist Hospital of Miami, and I needed to check if a patient is active with you all and to get their benefits.
[AGENT][POSITIVE] I'll be happy to assist with benefits. May I have your first name please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] And if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] The policy number is 016.
[CUSTOMER][NEUTRAL] 11652 M as in monkey.
[CUSTOMER][NEUTRAL] L as in lemon and the number 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII], date of birth is [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]. And is this for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] That's.
[CUSTOMER][NEUTRAL] It's for outpatient benefits.
[AGENT][NEUTRAL] I do show the outpatient calendar year maximum is $1500.
[CUSTOMER][POSITIVE] Perfect. And has she used anything towards it?
[AGENT][POSITIVE] She hasn't used any, she has a full benefit available.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Is there anything else I could assist with today?
[CUSTOMER][POSITIVE] Um, no, thank you so much. What was your name? Can I get a reference number for the call, please?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call.
[CUSTOMER][POSITIVE] Perfect thank you so much. I appreciate it, [PII]. I hope you have a great weekend.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thanks. You too. Bye-bye.