AccountId: 011433970860
ContactId: a18c769e-2904-464d-8c24-bedf2cc1dd85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176149 ms
Total Talk Time (AGENT): 79759 ms
Total Talk Time (CUSTOMER): 42279 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/a18c769e-2904-464d-8c24-bedf2cc1dd85_20250224T16:25_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, yes, I was calling to get eligibility and benefits on a patient.
[AGENT][NEUTRAL] OK, I can help you um both eligibility and benefits. Can I please get your name, your call back number, and the facility you're calling from?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's uh [PII] and direct is [PII].
[CUSTOMER][NEUTRAL] And I'm calling from Orlando Health Medical Group.
[AGENT][NEUTRAL] OK, thank you so much, Miss [PII]. Uh, can I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] And it's 01417753 M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] OK, thank you. Let me look up Paxton's policy real quick.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And what was your name again? I'm sorry.
[AGENT][NEUTRAL] My name is [PII], it's [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do show that [PII] does have an active policy and her effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify her coverage. It's not a guarantee of payment. This is a supplemental insurance policy is a gap insurance that helps with deductible, co-pay, and co-insurance.
[AGENT][NEUTRAL] She has an inpatient benefit amount per calendar year of $2000 and then she also has an outpatient per calendar day benefit of $500.
[CUSTOMER][NEUTRAL] And how much is that uh that has been met?
[AGENT][NEUTRAL] Let me check for you.
[AGENT][NEGATIVE] Nothing has been used for the year of [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate the information.
[AGENT][POSITIVE] You're very welcome, Ms. [PII].
[AGENT][POSITIVE] You have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Have a great day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] OK