AccountId: 011433970860
ContactId: a5fd9d3b-904d-4004-8015-af73a5f5bae6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150639 ms
Total Talk Time (AGENT): 73401 ms
Total Talk Time (CUSTOMER): 57736 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/a5fd9d3b-904d-4004-8015-af73a5f5bae6_20250306T16:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling AT this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, good morning. My name is [PII]. I'm calling from Diagnostic Center of Miami. How are you doing today?
[AGENT][POSITIVE] I'm doing very well, Ms. [PII], how are you doing today?
[CUSTOMER][POSITIVE] I'm doing well, thank you for asking. I just need to get benefits and eligibility for one of my patients, please.
[AGENT][NEUTRAL] OK, I can help you with the benefits and the eligibility. May I please get your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII] option 4.
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, member's name is [PII], last name [PII]. Date of birth [PII] and policy number is
[CUSTOMER][NEUTRAL] Uh, 02, I, I'm sorry, sorry, 02 28 65 54 M like Mary, L like Larry, and the number 8 and the N.
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an act policy and her effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify coverage. It's not a guarantee of payment. She has a supplemental insurance policy that secondary to the primary. It helps with deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She has an in-age calendar year benefit amount of $2000 and then she also has an outpatient calendar year benefit amount of $1000.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] $1000 outpatient, right?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Per calendar year alright [PII], may I have a reference number for this call, please?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, you can use my name [PII] in today's date.
[CUSTOMER][POSITIVE] Alright thank you so much you have a wonderful day bye bye thank you bye bye.
[AGENT][POSITIVE] Bye bye [PII]. You have a wonderful day too and thanks.
[CUSTOMER][NEUTRAL] Mhm bye bye.