AccountId: 011433970860
ContactId: 9d2e1015-6c1e-4b02-9bae-b040f3366b5b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116180 ms
Total Talk Time (AGENT): 65179 ms
Total Talk Time (CUSTOMER): 59229 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/9d2e1015-6c1e-4b02-9bae-b040f3366b5b_20250310T21:04_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] is.
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from Baptist Health South Florida with the registration department to check the eligibility of my patient's APL insurance.
[AGENT][NEUTRAL] OK, sure. I can assist you with eligibility, Mrs. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, that would be [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, Mrs. [PII]?
[CUSTOMER][NEUTRAL] Sure, that would be 02255779 ML 8.
[AGENT][NEUTRAL] OK. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] First name [PII] last name [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, and you said you need eligibility today, correct, Mr. [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Emergency room benefits.
[AGENT][NEUTRAL] As well, OK, sure, I can assist you with that. And this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. We have an effective date of, let's see [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we have an outpatient maximum of $1000 per covered person per calendar year with a $200 deductible for ER visits.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And what did you say your name was again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so very much. So that was all I needed today.
[AGENT][POSITIVE] You're welcome. All right. Well, thank you for calling APL. You're welcome. You too. Have a good afternoon. Happy week.
[CUSTOMER][POSITIVE] Thank you have a great day.
[CUSTOMER][NEUTRAL] I