AccountId: 011433970860
ContactId: b0a0c150-9e71-4380-a5dc-bd75a7e1954c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170070 ms
Total Talk Time (AGENT): 70479 ms
Total Talk Time (CUSTOMER): 76592 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/b0a0c150-9e71-4380-a5dc-bd75a7e1954c_20250421T20:11_UTC.wav
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[AGENT][POSITIVE] For calling APR. This is easy. How can I help you?
[CUSTOMER][NEUTRAL] Hello, um, my name is [PII] and I'm with Baptist Health South Miami Hospital, and, um, one of our patients came in and presented their APL gap insurance card, and I'm just calling to, uh, verify their eligibility and benefits.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Um, just one moment.
[CUSTOMER][NEUTRAL] I'm sorry, could you repeat that?
[AGENT][POSITIVE] Um, yes, I can assist you with benefits. First, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Alright, that's gonna be [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] OK, um, the policy number will be 02503084ML8.
[AGENT][NEUTRAL] OK. Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, um, first name Noni, last name [PII].
[CUSTOMER][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] It would be for an outpatient emergency room.
[AGENT][NEUTRAL] OK, for outpatient, we cover up to 2500 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Um, that'll be all. I'll just need a reference number for this call.
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII], and today's date.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And today's date.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] All right, thank you very much and uh you have a great day, Ay.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] Bye.