AccountId: 011433970860
ContactId: ab4a1364-f492-45b8-8fbb-a279c2ac9d5e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108400 ms
Total Talk Time (AGENT): 55810 ms
Total Talk Time (CUSTOMER): 28851 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/ab4a1364-f492-45b8-8fbb-a279c2ac9d5e_20250227T17:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, [PII], I'm calling to verify um outpatient hospital benefits.
[AGENT][NEUTRAL] OK, I can help you with outpatient benefits. Can I please get your name and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Trina South Miami Hospital.
[AGENT][NEUTRAL] OK, Ms. [PII], what is the callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then can you also give me the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] 71565 02597285.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. Her effective date is [PII], and this is just to verify coverage. It's not a guarantee of payment. She has an outpatient, uh, calendar year benefit amount of $6000. This is a secondary insurance. It helps with deductible, co-pay and co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, I believe that's all the information that I needed.
[AGENT][POSITIVE] OK, thank you so much for calling us today, Ms. [PII]. I hope you have a great day.
[AGENT][POSITIVE] Thanks for calling APL.
[CUSTOMER][POSITIVE] You as well. Thank you, bye bye.
[AGENT][NEUTRAL] Mhm. Bye-bye, ma'am.