AccountId: 011433970860
ContactId: b060b07d-732e-4d6c-8629-84356abf2798
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131880 ms
Total Talk Time (AGENT): 59248 ms
Total Talk Time (CUSTOMER): 59649 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/b060b07d-732e-4d6c-8629-84356abf2798_20250221T18:52_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting HT. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. I'm calling from Baptist Hospital Miami, and I was wondering if you can assist me in regards to a patient to see if they're active with you.
[AGENT][NEUTRAL] I can help with eligibility. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] I'm sorry. My name is [PII]. I should have started there.
[AGENT][NEUTRAL] Oh, no, that's fine, [PII]. What is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] It would be, let's see here.
[CUSTOMER][NEUTRAL] I'm so sorry. I thought I was ready for you. Um, it would be 1480364.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] I am showing [PII].
[CUSTOMER][NEUTRAL] Uh, [PII], and date of birth is [PII].
[AGENT][POSITIVE] I appreciate that. I do need a callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] Of course. Uh, let me go ahead and give you my direct number. It's [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is still active. Is there anything else at all that I can tell you about the policy outside of just that eligibility?
[CUSTOMER][NEUTRAL] Um, if it's, um, it does it have a coverage and if it hasn't been met or how, how much the use of it.
[AGENT][NEUTRAL] Yes, of course. Now, the outpatient benefits are $500 per calendar day. That's just the verification of the benefits, not a guarantee of payment.
[AGENT][NEUTRAL] The inpatient per calendar year of 4000 again just a verification, not a guarantee of payments, uh, the per calendar day is, is, uh, renews each and every day, so there's, there's no limit to that, and the, um, inpatient benefits have not been used at all for this calendar year.
[CUSTOMER][NEUTRAL] OK. Yeah.
[CUSTOMER][NEUTRAL] Perfect. And [PII], may I have, um, can I use your name as reference or do you have a reference number for it?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] No, it's my name and today's date, and the first letter of my last name is [PII].
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Is there anything else at all I can help with?
[CUSTOMER][POSITIVE] Perfect. Thank you.
[CUSTOMER][POSITIVE] No, that was it. Thank you so very much for your help. I really appreciate it.
[AGENT][POSITIVE] Mhm. Thanks for contacting ATO.