AccountId: 011433970860
ContactId: b5b9905a-1e99-4086-9a1a-291aff89c8ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285980 ms
Total Talk Time (AGENT): 84421 ms
Total Talk Time (CUSTOMER): 59094 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/b5b9905a-1e99-4086-9a1a-291aff89c8ed_20250612T19:13_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I need to verify um
[CUSTOMER][NEUTRAL] If this patient has, uh, how much money this patient has available?
[AGENT][NEUTRAL] OK, sure, I can assist you with the uh eligibility. And may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you and may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] Baptist Hospital of Miami.
[AGENT][NEUTRAL] Got it. OK, thank you. And what is the patient's policy number?
[CUSTOMER][NEUTRAL] It's gonna be 0247 5387.
[CUSTOMER][NEUTRAL] [PII] is her first name and last name is [PII]
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. All right, and this is for outpatient service?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. All right. And before I give you information about the benefits, I need to let you know that this is not a guarantee of payment, just a verification of coverage. I see that there's 6000 per calendar year. Let me see how much is remaining from that 6000 1 moment.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK. Bear with me for some reason it's just taking me out of the system. Um, do you mind holding for me?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Miss [PII].
[CUSTOMER][NEUTRAL] It's the.
[AGENT][NEUTRAL] OK, yes, um, so as of today, she has used $448.44 from the $6000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, she has 6000 and she used how much money?
[AGENT][NEUTRAL] $448.44.
[CUSTOMER][NEUTRAL] OK, so let me do the math. Let's see how much it's remaining.
[CUSTOMER][POSITIVE] Yeah, it's enough. It's 5,551 with 56, so that's enough to cover the procedure. Thank you so much. Can I get your name, please?
[AGENT][NEUTRAL] Mhm. My name is
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] [PII], yes, can you hear me?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah, what is your name, sorry? Yes.
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] Is there a reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's state if you would like us to know. You're welcome and thank you for calling.
[CUSTOMER][POSITIVE] That's fine, thank you.