AccountId: 011433970860
ContactId: 88b959b0-62dc-432f-bfb3-715958cb374b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180000 ms
Total Talk Time (AGENT): 58472 ms
Total Talk Time (CUSTOMER): 66692 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/88b959b0-62dc-432f-bfb3-715958cb374b_20250318T12:28_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII] and I'm with South Miami Hospital. Um, and one of our patients recently came into our ER with uh APL.
[CUSTOMER][NEUTRAL] And I was just calling to verify their eligibility and benefits.
[AGENT][NEUTRAL] OK. Do you have a callback number I can get in case we get disconnected? I can call you back.
[CUSTOMER][NEUTRAL] Yeah, that callback number will be [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy number is going to be 025191.
[CUSTOMER][NEUTRAL] 30
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] Date of birth is.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Uh, yeah.
[AGENT][NEUTRAL] OK, I can help you with that. Is it for outpatient, inpatient, or doctor's office?
[CUSTOMER][NEUTRAL] It would be outpatient emergency room.
[AGENT][NEUTRAL] OK, hold on one moment, please.
[AGENT][NEUTRAL] The effective date is [PII].
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] This policy coordinates with the primary insurance.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Whatever the primary applies to the deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] For outpatient.
[AGENT][NEUTRAL] We'll pay up to $300 per calendar day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and they, they are active in this policy, correct?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] All right, um.
[CUSTOMER][NEUTRAL] Well, thank you very much. um I'm just gonna need a reference number for this call.
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] OK, so that would be [PII].
[CUSTOMER][NEUTRAL] 0318 [PII].
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you very much, [PII] and um have a good day.
[AGENT][NEUTRAL] Right
[AGENT][POSITIVE] Thank you for calling APLU as well.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.