AccountId: 011433970860
ContactId: 9b0473e8-6697-4843-a336-fa0c047c4c2a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 411350 ms
Total Talk Time (AGENT): 92082 ms
Total Talk Time (CUSTOMER): 48678 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=-1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/9b0473e8-6697-4843-a336-fa0c047c4c2a_20250516T15:02_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so, um, I'm calling to verify benefits for a patient.
[AGENT][POSITIVE] Mhm, sure, I can assist you with benefits. May I have your name?
[CUSTOMER][NEUTRAL] [PII] last initial [PII]
[AGENT][NEUTRAL] Thank you, Ms. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you. May I have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Diagnostic Center of Miami.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] It is, give me one second, I'm sorry, it's 02419432.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] ML 7.
[AGENT][NEUTRAL] Mm thank you. May I have the name and date of birth?
[CUSTOMER][NEUTRAL] I'm sorry, [PII]. It's gonna be [PII].
[AGENT][NEUTRAL] Exactly. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you say you need benefits, so we're gonna need benefits for outpatient, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. Before I give you any benefit information, I need to let you know that this is not a guaranteed payment, just a verification of coverage and that's just a disclaimer. And this is one of our secondary supplemental plans to the major medical.
[AGENT][NEUTRAL] And we have an outpatient maximum of
[AGENT][NEUTRAL] I'm waiting on the system. I'm sorry, I have to apologize. Oh, no, no, no, no, no, no, no.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, let me try another system.
[AGENT][NEUTRAL] Um, Ms. [PII], do you mind holding for me a minute? It looks like the system is not responding. Let me see what I can do to get it to work. OK, thank you.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Ms. [PII]. OK, I got it to work. All right. So we have an outpatient maximum of 1000 per cover person per calendar year.
[CUSTOMER][NEUTRAL] Oh, it's OK.
[CUSTOMER][POSITIVE] OK, awesome alright thank you so much, so.
[AGENT][NEUTRAL] Right
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Nope, that's about it.
[AGENT][POSITIVE] OK. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.