AccountId: 011433970860
ContactId: bcc1a607-c871-4f61-9299-48c47d646cd3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124779 ms
Total Talk Time (AGENT): 40733 ms
Total Talk Time (CUSTOMER): 59319 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/bcc1a607-c871-4f61-9299-48c47d646cd3_20250529T18:45_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. I'm calling from Baptist Hospital Miami. I was wondering if you can assist me with verifying if a patient is active with you and also um if they have any coverage.
[AGENT][POSITIVE] I'd be happy to assist with eligibility and benefits today. May I have your first name please?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][POSITIVE] And I'll see if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yes, of course. [PII].
[CUSTOMER][NEUTRAL] And my extension is [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is, it is 0021754.
[CUSTOMER][NEUTRAL] 27 M as in Mary, L as in Larry, number 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII], and date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And I do show for outpatient the per day maximum is $500.
[CUSTOMER][NEUTRAL] 0 22.
[CUSTOMER][NEUTRAL] $500. Have they met anything so far?
[AGENT][POSITIVE] It's a per day benefit.
[CUSTOMER][POSITIVE] I understand. I do apologize for that. Um.
[CUSTOMER][NEUTRAL] All right, perfect. [PII], can I use your name as reference or would you happen to also have a reference number for me?
[AGENT][NEUTRAL] No, the um reference is just my name [PII], last initial [PII], and the date and time of the call. Is there anything else I could assist with today?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] No, that was it. Thank you so very much for your help.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Mm. Bye-bye.