AccountId: 011433970860
ContactId: bcb86304-9a35-4f3b-9697-622b6939bce7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124360 ms
Total Talk Time (AGENT): 62907 ms
Total Talk Time (CUSTOMER): 38901 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/bcb86304-9a35-4f3b-9697-622b6939bce7_20250117T13:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII] from University of Miami. I need to check benefits, please.
[AGENT][NEUTRAL] OK, I can help you spell your first name for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK, and is this for service in a doctor's office?
[CUSTOMER][NEUTRAL] Hospital.
[AGENT][NEUTRAL] Outpatient facility. OK, what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] Um, it's 01611552 ML 8.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you for that information, [PII].
[AGENT][NEUTRAL] We're checking eligibility and then outpatient facility benefits, right?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so I show the policy effective date is [PII].
[AGENT][NEUTRAL] The policy is active at this time.
[AGENT][NEUTRAL] The maximum outpatient benefit is up to $1500.
[AGENT][NEUTRAL] Her calendar year.
[AGENT][NEUTRAL] And information provided is verification, not a guarantee of payment. I'll check to see if any of that uh amount has been used.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I do not show any of the [PII] benefit used at this time, [PII]. And did you have any other questions?
[CUSTOMER][NEUTRAL] No, I just need a call reference number, please.
[AGENT][NEUTRAL] My name and today's date, [PII]
[AGENT][NEUTRAL] First initial last name is [PII].
[CUSTOMER][POSITIVE] Perfect on you.
[CUSTOMER][POSITIVE] Perfect. Thank you very much. Bye-bye now. Thanks.
[AGENT][POSITIVE] So you're, you're, you're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye you too.