AccountId: 011433970860
ContactId: 970a40c4-9783-4c2f-8389-d9d239a5121e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105290 ms
Total Talk Time (AGENT): 48811 ms
Total Talk Time (CUSTOMER): 41872 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/970a40c4-9783-4c2f-8389-d9d239a5121e_20250403T18:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi Ms. [PII], my name is [PII]. I'm calling on behalf of Brower Health Coral Springs Hospital, and I was just trying to verify patient benefits.
[AGENT][NEUTRAL] OK. And what's the policy number?
[CUSTOMER][NEUTRAL] Um, it is.
[CUSTOMER][NEUTRAL] Hold on, where are we at? OK, it's 01866919 the letter M, the letter L and the number 8.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Can you verify the patient's name and date of birth for me?
[CUSTOMER][NEUTRAL] Um, [PII], [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right, thank you for that information and we're checking eligibility and is this a is this a specialist office or outpatient facility?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Outpatient facility.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I have that information um for you. I'm showing an effective date of [PII]. Uh, the policy is active at this time.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] The maximum outpatient benefit is up to $500. That's per calendar day.
[AGENT][NEUTRAL] And any information provided is verification, not a guarantee of payment. And did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Uh, no, no, no, ma'am, that was about it.
[AGENT][POSITIVE] OK, alright, well if no other questions, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][NEUTRAL] Uh-huh, bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.