AccountId: 011433970860
ContactId: 92bf7fdb-2337-4dfe-8b02-62d8062c9093
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117970 ms
Total Talk Time (AGENT): 62081 ms
Total Talk Time (CUSTOMER): 42397 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/92bf7fdb-2337-4dfe-8b02-62d8062c9093_20250228T16:04_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, good morning. My name is [PII] and I'm calling from the diagnostic Center of Miami. Um, I need to get uh benefits on a patient, please.
[AGENT][POSITIVE] OK, sure, I can assist you with benefits. And may I have a callback number just in case we get disconnected with you?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure, [PII] option 4.
[AGENT][NEUTRAL] OK. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Sure, it is 01423355 ML 8.
[AGENT][POSITIVE] Thank
[AGENT][POSITIVE] Mm thank you. I'm sorry I had to sneeze. OK.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. 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.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, we have an effective date of [PII]. It is active at the moment, and this is one of our secondary supplemental plans to the major medical. We have an outpatient maximum of 1000 per cover person per calendar day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] Um, has she met anything on that deductible?
[AGENT][POSITIVE] Um, it's a maximum benefit and it's a daily benefit is to help out with the deductible.
[CUSTOMER][NEUTRAL] OK, so it's a day by day thing or is it?
[AGENT][NEUTRAL] Yes, daily benefits, mhm.
[CUSTOMER][POSITIVE] By oh OK oh OK OK great alright well thank you so much for your assistance. I appreciate it.
[AGENT][NEUTRAL] Mm. You're welcome. Is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] No that's it thank you so much.
[AGENT][POSITIVE] OK. You're welcome. Thank you for calling APO. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.