AccountId: 011433970860
ContactId: bf9d974a-c79f-4880-bb31-a0994b7f7d82
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101970 ms
Total Talk Time (AGENT): 44712 ms
Total Talk Time (CUSTOMER): 42917 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/bf9d974a-c79f-4880-bb31-a0994b7f7d82_20250204T21:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi. Uh, my name is [PII], and I'm calling with Baptist Hospital of Miami. I needed to check if a patient is active with you all.
[AGENT][NEUTRAL] OK, I can assist with that. And if you would please spell your first name for documentation.
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[AGENT][POSITIVE] Thank you and also may I have your callback number if we are disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. May I have the policy number, please?
[CUSTOMER][NEUTRAL] It's 201.
[CUSTOMER][NEUTRAL] 3322.
[CUSTOMER][NEUTRAL] And the patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And that policy shows effective as of [PII], it shows currently active as a supplemental medical.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, perfect. Um, do, how much is it that you guys cover up to, or did they use anything of uh towards it?
[AGENT][NEUTRAL] Is this for inpatient or outpatient?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, please note verification of benefits provided assign guarantee payment. We pay up to $3000 for the calendar year. One moment, let me check to see if anything has been accumulated.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Nothing has been accumulated for [PII] as of yet.
[CUSTOMER][POSITIVE] OK. OK, perfect. Thank you so much. What was your name again? I'm sorry?
[AGENT][NEUTRAL] You're welcome. My name is [PII]. Last initial is [PII]. We do not provide reference numbers, but you can use my name in today's date. Thank you.
[CUSTOMER][POSITIVE] Perfect. Thank you so much, [PII]. Have a great day.
[AGENT][POSITIVE] You too. Thanks for calling APL bye.