AccountId: 011433970860
ContactId: 99e20200-cf2b-42fb-8e43-89a7cff712d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116279 ms
Total Talk Time (AGENT): 44607 ms
Total Talk Time (CUSTOMER): 43274 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/99e20200-cf2b-42fb-8e43-89a7cff712d6_20250521T18:12_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Baptist Hospital Miami. I need to verify a patient is active with you all, please.
[AGENT][POSITIVE] OK, I can definitely help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, my contact number is [PII]. And the policy number is 019.
[CUSTOMER][NEUTRAL] 78,560 M as in monkey, L as in lemon and the number 8.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Remember's name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][POSITIVE] Perfect. And for a hospital outpatient, how much do they have?
[AGENT][NEUTRAL] Um, hold on one moment.
[AGENT][NEUTRAL] For the calendar year is $7350. You want me to see if they've used any?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And she has not used any of the benefits for [PII] yet.
[CUSTOMER][POSITIVE] Perfect. Thank you. What was your name again?
[AGENT][NEUTRAL] My name is [PII], first initial and my last name is [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you so much, [PII]. I hope you have a great day.
[AGENT][POSITIVE] Thank you. You also and thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Bye. Have a good one.