AccountId: 011433970860
ContactId: ac032f03-7fbb-424d-86df-a63b5c655ca9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156940 ms
Total Talk Time (AGENT): 50517 ms
Total Talk Time (CUSTOMER): 88551 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/ac032f03-7fbb-424d-86df-a63b5c655ca9_20250613T17:07_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yes, uh, good afternoon. I'm calling from South Miami Hospital in [PII], and we need to establish uh coverage for one of our, uh, one of your subscribers that, uh, visited our emergency room.
[AGENT][POSITIVE] I'd be happy to assist with the eligibility today. May I have the first name for you please?
[CUSTOMER][NEUTRAL] OK, uh of the patient you mean?
[AGENT][NEUTRAL] Your name.
[CUSTOMER][NEUTRAL] Oh my name um uh it's [PII].
[AGENT][NEUTRAL] And [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] Sure it's um [PII].
[CUSTOMER][NEGATIVE] Wait because unbelievably, I don't know it by heart. That's sad, um.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You know, I don't know our numbers, so now I'm feeling some type of way.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] Cause I don't know our number. I don't know the number that you called to reach me, so.
[CUSTOMER][NEUTRAL] Yeah. Yeah.
[AGENT][NEUTRAL] OK. And um, I'm sorry, if I can get a policy number?
[CUSTOMER][NEUTRAL] Uh, the policy number that we have is 2,556,490.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Is it [PII] or [PII]?
[CUSTOMER][NEUTRAL] Wait a minute, yeah. Oh, her name is [PII], and her last name is [PII]
[CUSTOMER][NEUTRAL] And her date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for that. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And was this inpatient or outpatient?
[CUSTOMER][NEUTRAL] No, she was in um the ER, so she's already come and go.
[AGENT][NEUTRAL] OK, so I'm showing for outpatients, the calendar year maximum is $8700.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, thank you so much and your name?
[AGENT][NEUTRAL] [PII]. Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] No, that's it. Thank you very much, [PII].
[AGENT][POSITIVE] Thank you for calling APO you have a good day.
[CUSTOMER][NEUTRAL] Mhm you too bye bye.
[AGENT][NEUTRAL] Mhm bye bye.