AccountId: 011433970860
ContactId: a1fc539e-c151-468e-939f-acdf834cad71
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121720 ms
Total Talk Time (AGENT): 55645 ms
Total Talk Time (CUSTOMER): 31540 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/a1fc539e-c151-468e-939f-acdf834cad71_20250310T15:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. This is [PII] from University of Miami. I need to check outpatient surgery benefits, please.
[AGENT][POSITIVE] OK, I'm happy to check benefits for you today, Ayla. Do you have a policy number?
[CUSTOMER][NEUTRAL] I do. It's 025.
[CUSTOMER][NEUTRAL] 18684 ML 7.
[AGENT][POSITIVE] All right, thank you for that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. And then if I can get patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm. [PII], [PII].
[AGENT][NEUTRAL] Thank you. So the patient plan is active. The effective date on this is [PII]. We the member's secondary insurance, so this is gonna cover deductible, co-pay, co-insurance. The primary does not.
[AGENT][NEUTRAL] Uh, the patient plan has an outpatient benefit max for the calendar year of $6000.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And he has the full amount available.
[AGENT][NEUTRAL] Let me see what's been used one moment.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, yes, looks like full amount is still available.
[CUSTOMER][POSITIVE] Perfect. And can I have a call reference number, please?
[AGENT][NEUTRAL] Mhm. Call references my name with my last initial and then today's date. My name again is [PII], which is [PII].
[CUSTOMER][POSITIVE] OK. Perfect, [PII]. Thank you. Bye-bye now.
[AGENT][POSITIVE] You're welcome. Bye bye.