AccountId: 011433970860
ContactId: b7ffa729-5cf1-4b23-a06f-111080f0ccc9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 305760 ms
Total Talk Time (AGENT): 95877 ms
Total Talk Time (CUSTOMER): 85607 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/b7ffa729-5cf1-4b23-a06f-111080f0ccc9_20250214T17:15_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I am calling to verify and transfer to of my patients.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] Yes, um, my name is [PII]. I'm calling from South Miami Hospital.
[AGENT][NEUTRAL] And do you have a phone number on it in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And do you have a policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 1702076 M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] Thank you, may I hold on one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[AGENT][NEUTRAL] The date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, May, and you were needing um benefits or claim status?
[CUSTOMER][NEUTRAL] Benefits
[AGENT][NEUTRAL] OK, I can help you with that. Is it for outpatient, inpatient or doctor's office?
[CUSTOMER][NEUTRAL] Outpatient
[AGENT][NEUTRAL] OK. The effective date is [PII]. Any benefits given over the phone is not a guarantee of payment. This policy does coordinate with the primary insurance. Whatever the primary applies to their deductible, co-pay or co-insurance will pay up to $1500 per calendar day.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK. May I please have the call reference number?
[AGENT][NEUTRAL] We do not have call reference numbers you can use my name in today's date.
[CUSTOMER][POSITIVE] Perfect, and may I please have the last name first initial?
[AGENT][NEUTRAL] My name is [PII], my last initial is [PII]
[CUSTOMER][NEUTRAL] Thank you. And am I able to verify the other patient with you also I'll have to make a new call?
[AGENT][NEUTRAL] I can verify that. Hold on just a moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, what's the next policy?
[CUSTOMER][NEUTRAL] Yes, the next policy is 1247027 M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] OK, what's that policy number again? I think I missed the number.
[CUSTOMER][NEUTRAL] Yeah, 1247027.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] First name [PII], last name [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you May hold on one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, they have a new policy number. It is 01813209.
[AGENT][NEUTRAL] The effective date is [PII].
[AGENT][NEUTRAL] Any benefits given over the phones, not a guarantee of payment.
[AGENT][NEUTRAL] Is it for outpatient as well?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] For outpatient on this one we'll pay up to $500 per calendar day.
[CUSTOMER][POSITIVE] Perfect thank you so much for your help I greatly appreciate it.
[AGENT][POSITIVE] You're welcome. Thank you, [PII], for calling IPO. You have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] Thank you. Bye bye.