AccountId: 011433970860
ContactId: 9291cd34-92c9-4085-ac05-ad50eba93ca7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171039 ms
Total Talk Time (AGENT): 81304 ms
Total Talk Time (CUSTOMER): 68582 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/9291cd34-92c9-4085-ac05-ad50eba93ca7_20250416T22:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, uh, I'm calling from, uh, Baptist Hospital of Miami, and I need to verify this, um, GA Insurance American Pub Life to see if it's active and what will be the benefits for the patient. Mhm.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I can help you with eligibility and benefits.
[AGENT][NEUTRAL] Can I please get your name just in case our call is um disconnected your phone number also?
[CUSTOMER][NEUTRAL] Nope.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] And the ID of the policy is 02337124.
[AGENT][NEUTRAL] OK. Let me look up [PII]'s policy real quick.
[CUSTOMER][NEUTRAL] I'm looking for, so you know, for hospital outpatient benefits, OK?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I think I just did hers.
[AGENT][NEUTRAL] Let me make sure.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] It could be just a second while I pull it up.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Yes, I did hers with Ms. [PII].
[AGENT][NEUTRAL] OK. [PII] does have
[CUSTOMER][NEUTRAL] I don't know who's that.
[AGENT][NEUTRAL] She does have an active policy. Um, her effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this is just to verify her benefits. It's not a guarantee of payment. She does have an outpatient calendar year benefit of $1000.
[AGENT][NEUTRAL] And she has used, if I'm mistaken, this is the one that had hers almost gone. Let me check. Yes, she has used $930.90 of that $1000 benefit for the year of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 900
[CUSTOMER][NEUTRAL] OK, out of the 1000, she has used $930.90.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK. All right. Can I have a reference number for this phone call, please, [PII]?
[AGENT][NEUTRAL] Yes, you can use my name and today's date.
[CUSTOMER][NEUTRAL] OK, what's the the initial of your last name?
[AGENT][NEUTRAL] A
[CUSTOMER][POSITIVE] Hey, OK. All right, thank you, [PII]. Have a nice afternoon.
[AGENT][POSITIVE] You're very welcome. You too, Ms. [PII]. Is that all I can help you with?
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] Yeah, that'll be all. Thank you.
[AGENT][NEUTRAL] OK