AccountId: 011433970860
ContactId: 9fbe1a41-989c-4ed7-af87-9beff9041faa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145580 ms
Total Talk Time (AGENT): 52574 ms
Total Talk Time (CUSTOMER): 53452 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/9fbe1a41-989c-4ed7-af87-9beff9041faa_20250311T17:29_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hello [PII], my name is [PII]. I'm calling from Baptist Hospital of Miami. It's to verify benefits and eligibility for a patient.
[AGENT][NEUTRAL] OK. How do you spell your name?
[CUSTOMER][NEUTRAL] That is [PII], first initial of my last name is [PII]. May I have the same for you?
[AGENT][NEUTRAL] My name is [PII], last initial [PII]
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] You're welcome. Do you have a phone number I can get in case we get disconnected, I can call you back.
[CUSTOMER][NEUTRAL] Uh, yes, that would be [PII]. Let me see what my last four for the extension is today.
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] just
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it's [PII] is a direct line.
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] So policy number is 948,730.
[CUSTOMER][NEUTRAL] And then the name for the patient is [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes, for, uh, outpatient services or emergency services are available.
[AGENT][NEUTRAL] OK, I can give that to you. The effective date is [PII]. Any benefits given over the phone is not a guarantee of payment. This policy coordinates with the primary insurance.
[AGENT][NEUTRAL] Whatever the primary applies to their deductible co-pay or co-insurance, we'll pay up to $2000 per calendar year.
[CUSTOMER][NEUTRAL] OK, has any of that been used by the patient this year?
[AGENT][NEUTRAL] Hold on just a moment, I'll check for you.
[AGENT][NEGATIVE] No, ma'am, she has not used any benefits for this year.
[CUSTOMER][POSITIVE] OK perfect I appreciate it have a good day.
[AGENT][POSITIVE] Thank, thank you [PII] for calling IPL. You have a good day as well.
[CUSTOMER][NEUTRAL] Goodbye.
[AGENT][NEUTRAL] Bye