AccountId: 011433970860
ContactId: a70e757f-440f-47e6-96e8-b261407a6dd9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175690 ms
Total Talk Time (AGENT): 77578 ms
Total Talk Time (CUSTOMER): 49732 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/a70e757f-440f-47e6-96e8-b261407a6dd9_20250220T17:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, I'm just calling to verify a patient's benefits for an upcoming appointment at the hospital.
[AGENT][POSITIVE] OK, I can help you with benefits. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Yes, of course. My name is [PII]. Call back is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you [PII]. And then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] From Baptist Hospital of Miami.
[AGENT][NEUTRAL] OK, and can you give me the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, of course. Uh, this is gonna be [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] And then her ID number is 01813045 [PII] 8.
[AGENT][NEUTRAL] OK, let me pull that policy in real quick.
[AGENT][NEUTRAL] OK, I do show that this policy for [PII] is no longer active. The policy lapsed on [PII].
[AGENT][NEUTRAL] I'm checking though to see if she has an active one.
[AGENT][NEUTRAL] She does. Let me give you that active policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is 254 9.
[AGENT][NEUTRAL] 483.
[CUSTOMER][NEUTRAL] OK, so that's a new ID number.
[AGENT][NEUTRAL] Yes, and this is a supplemental insurance policy that uh is a gap insurance that helps with deductible, co-pay and co-insurance. She has an inpatient benefit amount of $6000 per calendar year and then she also has an outpatient benefit amount of $6000 per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] $6000 out of outpatients $6000. How much of that does she have remaining?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Let me check for you.
[AGENT][NEUTRAL] She's only used $220.20.
[CUSTOMER][POSITIVE] 220 20 cents perfect.
[CUSTOMER][POSITIVE] OK, I believe that's everything I needed thank you so much.
[AGENT][POSITIVE] You're welcome, Yermo. Thank you so much for calling APL. I hope you have a good rest of your week.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEUTRAL] Bye
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.