AccountId: 011433970860
ContactId: 960c4402-aaf3-428c-8945-e5fa2da8c129
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173220 ms
Total Talk Time (AGENT): 94280 ms
Total Talk Time (CUSTOMER): 44467 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/960c4402-aaf3-428c-8945-e5fa2da8c129_20250604T14:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] calling from Aventura Hospital, just trying to see about some benefits for a patient.
[AGENT][NEUTRAL] OK, I can check benefits for you. I'm sorry, you said your name was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, can I get a call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02200833 M as in Mary, L as in Larry 7.
[AGENT][NEUTRAL] OK, and then, uh, what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] It is [PII] and date of birth [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy terminated [PII]. If you'll give me one moment, I'll see if she has one that's active, might just be a different policy number.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, she does have one that is currently active. Uh, let me know when you're ready and I'll give you that updated policy number.
[CUSTOMER][POSITIVE] Yes, I'm ready.
[AGENT][NEUTRAL] OK, that is 0250.
[AGENT][NEUTRAL] 6906.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's same with the APO?
[AGENT][NEUTRAL] Yes, um, so it's just, uh, looks like it's just an updated policy. It's, uh, identical though. Um, this one's effective date was, uh, picked up where that other left off [PII], um, and so this is a, um, secondary medical policy and it is designed to help with co-pay, deductible and co-insurance after major medical pays. And what we're needing to look at inpatient or outpatient benefits for this member.
[CUSTOMER][NEUTRAL] Um, she's inpatient.
[AGENT][NEUTRAL] Inpatient, OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims. Uh, the inpatient benefit is $5000 max per calendar year. If you'll give me one moment, I will see if any of that has been used.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] OK, so none of that benefit has been used so far this year.
[CUSTOMER][NEUTRAL] Perfect 0 used.
[CUSTOMER][POSITIVE] OK, thank you so much and I'm sorry, what was your name again?
[AGENT][NEUTRAL] It's OK, it's [PII] And was there anything else I can help you with?
[CUSTOMER][POSITIVE] That's it. Thank you so much.
[AGENT][POSITIVE] Of course, thanks for calling APL. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.