AccountId: 011433970860
ContactId: c2daab6a-4bff-4020-a51d-d9acfcbf7d5d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151089 ms
Total Talk Time (AGENT): 84594 ms
Total Talk Time (CUSTOMER): 47872 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/c2daab6a-4bff-4020-a51d-d9acfcbf7d5d_20250206T18:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], my, my name is [PII]. I'm calling you to verify coverage for a patient.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with eligibility and coverage for a patient. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Of course, yeah, definitely, um, the direct line that you could contact me is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you ma'am and then what is the name of the facility that you're calling for?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That um, South Miami Hospital and I could provide you the MPI or tax ID.
[AGENT][NEUTRAL] No, that's OK.
[AGENT][NEUTRAL] I just need the name and then what is the patient's name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. [PII]'s name is [PII].
[AGENT][NEUTRAL] OK. And then what's [PII]'s um date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] And policy number, please?
[CUSTOMER][NEUTRAL] 02519166.
[AGENT][NEUTRAL] OK let me go ahead and pull him up for us real.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and his effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify his coverage. It's not a guarantee of payment. He has a supplemental insurance policy that is billed secondary to the primary. It's the gap insurance that helps with deductible, co-pay, and co-insurance. He has an inpatient benefit amount of $1650 per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then he also has an outpatient benefit amount of $300.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] OK perfect alrighty and can you provide me a reference number for the call?
[AGENT][NEUTRAL] Yes you can use my name it's [PII] and today's date.
[CUSTOMER][POSITIVE] Alright, thank you so much, [PII]. You've been super helpful. I just need to verify this gap insurance. You have a wonderful rest of the day.
[AGENT][NEUTRAL] OK. Yes.
[AGENT][POSITIVE] You too, Ms. [PII] thank you so much for calling APL. You have a blessed day bye bye.
[CUSTOMER][NEUTRAL] Bye bye you too.