AccountId: 011433970860
ContactId: c3a8e4ed-ad03-4a44-8d7d-9fb85e2a96a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247789 ms
Total Talk Time (AGENT): 94844 ms
Total Talk Time (CUSTOMER): 73579 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/c3a8e4ed-ad03-4a44-8d7d-9fb85e2a96a1_20250508T17:54_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 Hialeah Hospital. I'm calling to verify a member eligibility and benefits.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the eligibility and benefits. Can you repeat your name for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 4801.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] 71.
[AGENT][NEUTRAL] Thank you. May I have the member's policy number?
[CUSTOMER][NEUTRAL] OK, I don't have her policy number. I have her name.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] [PII], last name [PII]
[CUSTOMER][NEUTRAL] First name [PII] Last name [PII]
[AGENT][NEUTRAL] [PII] for the first name? OK, hold on one moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Do you have the member's full social?
[AGENT][NEUTRAL] Or just the name?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have just the name and the date of birth.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, so I believe I just located the policy. Does she have a middle initial?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Can you verify her date of birth?
[CUSTOMER][NEUTRAL] Of course her date of birth is [PII]. I'm sorry.
[AGENT][NEUTRAL] OK, thank you, 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].
[AGENT][NEUTRAL] And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Surgical outpatient services.
[AGENT][NEUTRAL] So for outpatient, the policy will pay up to $3000 per calendar year. Did you want me to see if any has been used for [PII]?
[CUSTOMER][NEUTRAL] I'm sorry, you said it was 3000.
[AGENT][NEUTRAL] Yes, per calendar year.
[CUSTOMER][NEUTRAL] OK, there you, OK, and um, is her policy number coming up in your system?
[AGENT][POSITIVE] Yes, I'm getting ready to give that to you next. Did you need to know how much has been used or you didn't need that?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, so she's used, hold on one moment.
[AGENT][NEUTRAL] She's used $35. She has $2,965 left for the year.
[CUSTOMER][NEUTRAL] How much does she have? I'm sorry.
[AGENT][NEUTRAL] And the $2,965.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh, OK, alright.
[AGENT][NEUTRAL] And the, and the policy number is 233.
[AGENT][NEUTRAL] 13.
[AGENT][NEUTRAL] 03.
[CUSTOMER][NEUTRAL] Maybe
[CUSTOMER][NEUTRAL] OK, and can I have your name for my records?
[AGENT][NEUTRAL] Sure, my name is [PII], first initial and my last name is [PII].
[CUSTOMER][POSITIVE] OK, thank you very much, [PII]. Have a wonderful day.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can help with?
[CUSTOMER][POSITIVE] That will be all thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL bye bye.