AccountId: 011433970860
ContactId: b1db63b9-384c-4ea0-898a-5fec9ccf17fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125970 ms
Total Talk Time (AGENT): 58746 ms
Total Talk Time (CUSTOMER): 42769 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/b1db63b9-384c-4ea0-898a-5fec9ccf17fb_20250210T17:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. I'm calling from the Miami Cancer Institute from Baptist Hospital. I wanted to check um eligibility and benefits on the member.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with both the eligibility and the benefits. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Callback number is [PII].
[AGENT][NEUTRAL] I'm sorry, Wan, can you repeat the phone number for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it is um 025.
[CUSTOMER][NEUTRAL] 63214 M as in mom, L as in Larry, 8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active. It's been effective since [PII]. And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Outpatient benefits hospital outpatient services.
[AGENT][NEUTRAL] So for
[AGENT][NEUTRAL] So for outpatient, the the um policy will pay up to $6000 per calendar year. Did you want to see if any has been used for [PII]?
[CUSTOMER][NEUTRAL] Um, yes please.
[AGENT][NEUTRAL] All right. And I'm not showing any of the benefits have been used for [PII], so, um, he still has that full 6000.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] You're very welcome to get all the information provided was a verification of benefits, not a guarantee of payment. And I hope you have a great day, [PII], and thanks for calling APL.
[CUSTOMER][POSITIVE] You too bye bye thank you bye.