AccountId: 011433970860
ContactId: bef46814-99d2-47b9-ac71-576105431935
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264079 ms
Total Talk Time (AGENT): 110001 ms
Total Talk Time (CUSTOMER): 96044 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/bef46814-99d2-47b9-ac71-576105431935_20250225T23:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good afternoon, uh, I need to verify a gap insurance to see if it's active.
[AGENT][NEUTRAL] OK, I can help you with the eligibility of a patient. Can I please get your name and your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] [PII], I'm calling from Baptist Hospital of Miami.
[CUSTOMER][NEUTRAL] The number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], who born.
[CUSTOMER][NEUTRAL] Date of birth is [PII] and the Palisa.
[CUSTOMER][NEUTRAL] Policy is 1094953.
[AGENT][NEUTRAL] OK, let me look up that policy real quick for [PII].
[AGENT][NEUTRAL] OK, you said the policy number is 1094953?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Hm, that's coming up with a whole different person's name.
[CUSTOMER][NEUTRAL] OK, uh, I have another 1, uh, 250.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 6473 ML 8.
[AGENT][POSITIVE] Yes, that sounds like a good one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. Uh, the policy is effective [PII] and the second number you gave me is the correct policy number.
[CUSTOMER][NEUTRAL] The one that ends with ML8? OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] What's the group name if you don't mind to give it to me.
[AGENT][NEUTRAL] It's, uh, Hyneman Americas.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] And the number so I can put the number.
[AGENT][NEUTRAL] 80069.
[CUSTOMER][NEUTRAL] Your number
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] That's the employer number, the group, or do you want the policy number?
[CUSTOMER][NEUTRAL] No, no, no, no, the eligibility number.
[CUSTOMER][NEUTRAL] No, no, the eligibility that I just call?
[AGENT][NEUTRAL] Uh, the eligibility effective date is [PII], or you're wanting the um.
[CUSTOMER][NEUTRAL] Uh, never mind, I get it. Let me have the benefits. Yeah, that's OK. I'll get it. I'll get it. Uh, what's the benefits for hospital patient services?
[AGENT][NEUTRAL] The car.
[AGENT][NEUTRAL] OK, and this is just to verify coverage it's not a guarantee of payment. Uh, the inpatient benefit amount is $3000 per.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Outpatient. Outpatient, not inpatient, outpatient. Mhm.
[AGENT][NEUTRAL] Outpatient
[AGENT][NEUTRAL] Outpatient per calendar day is.
[AGENT][NEUTRAL] $3000.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Per day or per per year?
[AGENT][NEUTRAL] Per calendar day.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mm per calendar day OK.
[CUSTOMER][NEUTRAL] All right. Can I have a reference number for this phone call?
[AGENT][NEUTRAL] Yes, you can use my name [PII] in today's date.
[CUSTOMER][NEUTRAL] What's the nature of your last name?
[AGENT][NEUTRAL] A
[CUSTOMER][NEUTRAL] OK. Uh, can you repeat the effective date of the policy?
[AGENT][NEUTRAL] OK, just one second. I was where my notes are. Let me finish this real quick and I'll get back over there real quick, Ms. [PII].
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] OK, let's go.
[CUSTOMER][NEUTRAL] And this is APL, right?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] The effective date is [PII].
[AGENT][NEUTRAL] And the policy is still active.
[CUSTOMER][POSITIVE] OK, perfect. OK, thank you. Have a nice evening bye bye bye bye.
[AGENT][POSITIVE] You're welcome, [PII]. You have a great night. Thanks for calling APL.