AccountId: 011433970860
ContactId: af543760-50b3-4997-807c-13d443933bfe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118230 ms
Total Talk Time (AGENT): 42130 ms
Total Talk Time (CUSTOMER): 51477 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/af543760-50b3-4997-807c-13d443933bfe_20250320T19:11_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. I'm calling from Baptist Hospital Miami and it's in regards to a patient. I wanted to know if you can assist me to verify the the coverage with you.
[AGENT][POSITIVE] I'd be happy to assist with eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] Or her actually?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] My
[AGENT][POSITIVE] And let's see if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] Of course. Uh [PII]. That's my direct number.
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Um, showing 1191107.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] and let's see here, uh, [PII].
[AGENT][NEUTRAL] Thank you for that information. 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]. And is this for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] It's for outpatient.
[AGENT][NEUTRAL] OK, I do show the outpatient calendar year maximum is $2000.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] $2000. All right. Has she met any of it so far?
[AGENT][NEUTRAL] No, I'm not showing she's used any benefits so far this year.
[CUSTOMER][NEUTRAL] Perfect. All right, [PII], may I ask you, may I use your name as a reference or do you have a reference number for me?
[AGENT][NEUTRAL] No, it's just my name and today's date and time. Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No, that was it. Thank you so very much for your help. I really appreciate it.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You as well. Bye-bye.
[AGENT][NEUTRAL] Bye bye.