AccountId: 011433970860
ContactId: 95646f98-4732-4d13-a91e-a2e11867a4cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145050 ms
Total Talk Time (AGENT): 82033 ms
Total Talk Time (CUSTOMER): 54399 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/95646f98-4732-4d13-a91e-a2e11867a4cf_20250205T17:36_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi so sorry my name is [PII]. I think we spoke earlier.
[AGENT][NEUTRAL] Uh-huh. Yeah.
[CUSTOMER][NEUTRAL] I'm calling to verify the insurance for another patient.
[AGENT][NEUTRAL] OK. Yes, I can assist you with. May. And um so the callback number is still the same?
[CUSTOMER][NEUTRAL] Yes, that's correct, and I'm still calling from South Miami Hospital.
[AGENT][NEUTRAL] And yeah, all the information. OK.
[AGENT][POSITIVE] All right. OK, so yes, I can.
[CUSTOMER][NEUTRAL] Sorry, I might be calling a few times because I have a whole list of patients.
[AGENT][NEUTRAL] OK, it's OK, no problem. And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number is 1366675M as in Mary, L as in lemon 8.
[AGENT][NEUTRAL] All right. And what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] The name is [PII]. Last name [PII].
[CUSTOMER][NEUTRAL] And the date of birth, allow me just one moment. I have [PII].
[AGENT][NEUTRAL] OK, thank you. All right, we have a new policy for this member, so let me pull this other information, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK. Let me know when you're ready for the new policy number.
[CUSTOMER][POSITIVE] Ready.
[AGENT][NEUTRAL] OK, the new policy number is 02558395.
[CUSTOMER][POSITIVE] Perfect. I have 02558395.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yes, that is correct. And we have an effective date of [PII]. It is active at the moment. This is a secondary supplemental plan to the major medical and you need outpatient or inpatient benefits.
[CUSTOMER][NEUTRAL] Outpatient
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And let's see, we have an outpatient maximum of $500 per day.
[CUSTOMER][POSITIVE] Perfect, thank you so much I greatly appreciate it.
[AGENT][POSITIVE] You're welcome. Is there anything else I'm help you with today?
[CUSTOMER][POSITIVE] Uh, no, because I, I have the reference number as your name and the um date for today, so perfect, thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, OK. You're welcome, Ms May. Have a good day. You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] Bye you too thank you bye.