AccountId: 011433970860
ContactId: c209149c-9214-425c-b108-575fb7a8d8c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156639 ms
Total Talk Time (AGENT): 74095 ms
Total Talk Time (CUSTOMER): 62513 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/c209149c-9214-425c-b108-575fb7a8d8c0_20250108T19:27_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Hospital of Miami, and I was just calling to verify uh benefits and a policy for a member, please.
[AGENT][POSITIVE] OK, well, I can definitely help you with the benefits and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Sure my direct callback number is [PII].
[CUSTOMER][NEUTRAL] And the member's policy number is 02337124.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] I'm gonna totally butcher this, but it's [PII].
[AGENT][NEUTRAL] It's OK, you tried because I can't do it either.
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Alright, and thank you so much for verifying your information and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Um, does she have any outpatient benefits, outpatient medical?
[AGENT][NEUTRAL] Yes, ma'am. Um, so the calendar year max for the outpatient benefits are $1000. There is um a $500 deductible if anyone is in the emergency room. Um, were there like particular benefits or you just needed like the max?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, just the outpatient, yeah, the outpatient max, so it's 1000 and I'm, I'm assuming it restarted as of [PII], or does it have some different funky date?
[AGENT][NEUTRAL] Oh no, it restarted [PII]. Do you want me to see if it has been used for this year yet?
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] Sure, hold on one moment.
[AGENT][NEGATIVE] And so far there's been no benefits used for [PII].
[CUSTOMER][NEUTRAL] Nothing much. OK, perfect, and I'm sorry I'm having a complete senior moment. What was your first name again?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] It's OK, so, my name is [PII] The first initials for my last name is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] All right, [PII], thank you so much for your help. You have a wonderful day.
[AGENT][POSITIVE] Thank you. You also soon and thanks for calling APL and Happy New Year.
[CUSTOMER][POSITIVE] Thank you too. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye.