AccountId: 011433970860
ContactId: a9066e31-476d-4bc6-be5f-8f65a87e3e94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142960 ms
Total Talk Time (AGENT): 50806 ms
Total Talk Time (CUSTOMER): 43569 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/a9066e31-476d-4bc6-be5f-8f65a87e3e94_20250423T14:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, good morning, [PII]. My name is [PII], and I am calling from the diagnostic Center of Miami. I need to check benefits on a patient, please.
[AGENT][POSITIVE] Yeah, of course. I can help you with benefits today. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I have 02462243 ML 8.
[AGENT][POSITIVE] OK, perfect, thank you.
[AGENT][NEUTRAL] OK, and then what's a good call back number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII] option 4.
[AGENT][NEUTRAL] OK, thank you. And then the patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Patients, OK. Patient's first name is [PII], um, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK. And then what benefits were you looking for today? Outpatient, inpatient?
[CUSTOMER][NEUTRAL] Um, for, yeah, outpatient, outpatient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so this is not a guarantee of payment it's just a verification of coverage. So it looks like outpatient benefit max per calendar day is $750.
[AGENT][NEUTRAL] See
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh that's per day, OK.
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, what's the effective date of this policy?
[AGENT][NEUTRAL] See, let me go back really quick.
[AGENT][NEUTRAL] OK, the effective date is [PII], and they are currently active.
[CUSTOMER][POSITIVE] OK, great. Well thank you so much for your assistance. I appreciate it.
[AGENT][POSITIVE] Yeah, of course. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it. Have a great day. Bye-bye.
[AGENT][POSITIVE] All right, yep, thanks for calling APL. Bye.
[CUSTOMER][NEUTRAL] Bye.