AccountId: 011433970860
ContactId: a0b3c63f-fa43-43f9-b82c-02d74b3f6f6b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104099 ms
Total Talk Time (AGENT): 48057 ms
Total Talk Time (CUSTOMER): 32819 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/a0b3c63f-fa43-43f9-b82c-02d74b3f6f6b_20250124T18:54_UTC.wav
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[AGENT][NEUTRAL] Contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from University of Miami Hospital. What is your last name, [PII]?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Thank you [PII] [PII], I'm calling because I have a patient that is coming for an outpatient procedure and I'm calling to share what outpatient hospital benefits she has available.
[AGENT][NEUTRAL] I can certainly look that up. Uh, and what is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] It is 022.
[CUSTOMER][NEUTRAL] 83822.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] I appreciate that while I'm looking this up, if I could have a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The policy will for the type of surgery that you're talking outpatient services you're talking about, we will pick up the deductible, co-payment, or co-insurance up to $500 per occasion. Um, that's just a verification of benefits, not a guarantee of payment, but that is what the policy will do is it will pay up that $500.
[AGENT][NEUTRAL] And you would file through their primary insurance first and then through us.
[AGENT][NEUTRAL] Is there anything else at all that I can tell you about the policy, where to send the claims or?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, that's gonna be all. So you only pay up to $500 per day or per surgery?
[AGENT][NEUTRAL] Uh, per, per, um, per surgery or per occasion.
[CUSTOMER][POSITIVE] OK perfect perfect thank you.
[AGENT][NEUTRAL] OK, well thank you for contacting API.