AccountId: 011433970860
ContactId: 8c07863a-e5b6-4359-851f-7777580c2ae8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178869 ms
Total Talk Time (AGENT): 69265 ms
Total Talk Time (CUSTOMER): 105422 ms
Interruptions: 2
Overall Sentiment: AGENT=2.4, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/8c07863a-e5b6-4359-851f-7777580c2ae8_20250422T14:17_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi hi, your name is [PII]?
[AGENT][NEUTRAL] Yes. What's your name?
[CUSTOMER][NEUTRAL] Hi, hi, I'm sorry I didn't, I'm, I'm sorry I didn't hear your name. Uh, my name is [PII] calling from uh South Miami Hospital. How are you doing today?
[AGENT][NEUTRAL] I'm good, [PII]. How are you doing?
[CUSTOMER][NEUTRAL] I'm OK, thank you. I'm just calling for uh patient eligibility and benefits. I know you're their gap plan, but I just want to make sure that they that they do have that uh outpatient urgent care coverage.
[AGENT][NEUTRAL] Sure, I could assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII] no extension, policy number is 01611558ML7.
[AGENT][NEUTRAL] Thank you [PII], what is the member's name and date of birth that you're calling to verify outpatient benefits for?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII]'s policy has been active since [PII].
[AGENT][NEUTRAL] And it's currently active.
[CUSTOMER][NEUTRAL] OK, hold on one second. I, I'm all over the place today. I keep closing things out when I'm not supposed to be closing things. It's like what is going on today. Uh, hold on.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] Let me open back where I was OK.
[AGENT][NEUTRAL] I'm not in a rush. I'm here till [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm here till [PII]. OK, perfect. So they're active and the City of [PII] is the group name?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] And the group number is 22392?
[AGENT][NEUTRAL] Yes, that is correct as well. She has a maximum benefit amount of $1500 per calendar year, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage, and she has not utilized any of her benefits for [PII]. [PII], is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] OK and.
[CUSTOMER][NEUTRAL] Oh, yes, and she, I'm sorry, just she has the outpatient coverage urgent, right? She has that coverage, outpatient coverage.
[AGENT][NEUTRAL] Yes, outpatient. I'm not sure if my phone was going out, but she, she has outpatient benefits of $1500 per calendar day, I mean per calendar year, and this is not a guarantee of benefits, just a disclaimer on the policy's coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. And then,
[CUSTOMER][POSITIVE] Thank you, and her husband is the subscriber. OK.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, and, and we have and we have your address already here in the system.
[CUSTOMER][NEUTRAL] OK, and your name [PII], is it S [PII]?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, and that's your name?
[AGENT][NEUTRAL] In today's date as a reference.
[CUSTOMER][NEUTRAL] And then today's day [PII].
[AGENT][NEUTRAL] Sound like you call here a lot, [PII].
[CUSTOMER][POSITIVE] Yes, thank you so much for everything.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL.
[CUSTOMER][POSITIVE] I call here all the time we call all the time.
[AGENT][POSITIVE] Oh, OK. Well, we're here. Thanks for calling APLA. Have a good day.
[CUSTOMER][POSITIVE] Alright thank you bye bye.