AccountId: 011433970860
ContactId: c28bd701-32a3-4eac-84dd-48c8a484eae7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134389 ms
Total Talk Time (AGENT): 68842 ms
Total Talk Time (CUSTOMER): 46610 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/c28bd701-32a3-4eac-84dd-48c8a484eae7_20250527T18:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling you from South Miami Hospital. How are you doing today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Good, thank you. I need to verify uh if a patient is effective day, how much she has off out of pocket benefits.
[AGENT][NEUTRAL] I'm sure [PII] I can.
[CUSTOMER][NEUTRAL] For an outpatient surgery.
[AGENT][POSITIVE] OK. Yes, ma'am. I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Not a problem. [PII].
[AGENT][NEUTRAL] OK. Thank you. And your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, with [PII] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, got it. Thank you. And now I need the policy number, please.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes, it's 0249047 78 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, last name is [PII], first name is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active.
[AGENT][NEUTRAL] And for outpatient, we cover up to 1000 per calendar year for the co-pay, the co-insurance, and the deductible after the primary insurance and
[AGENT][NEUTRAL] So far she's used $40 this year.
[CUSTOMER][POSITIVE] Perfect. Um, so $1000 is what you guys call it. Perfect. May I have um a reference number?
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII], last initial [PII] and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much have a great day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] Bye bye.