AccountId: 011433970860
ContactId: c3d306e5-0bb6-4b83-9c53-db0fb086f900
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117470 ms
Total Talk Time (AGENT): 44590 ms
Total Talk Time (CUSTOMER): 36161 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/c3d306e5-0bb6-4b83-9c53-db0fb086f900_20250131T16:31_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hello, yes, I'm calling from Baptist Hospital Miami. My name is [PII] and I'm just calling to see what patients currently active with you guys.
[AGENT][POSITIVE] I'd be happy to assist with the eligibility today after if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It's 02502546.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, uh, [PII], date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] What is, uh, what does this plan cover?
[AGENT][NEUTRAL] The where the gap insurance?
[AGENT][NEUTRAL] So for inpatient we cover $7900 per calendar year for outpatient we cover $2500 per calendar year.
[CUSTOMER][NEUTRAL] And how much have they used so far?
[AGENT][NEUTRAL] They haven't used any so far this year.
[CUSTOMER][POSITIVE] Alrighty, thank you.
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] No, that'll be it. What's your name?
[AGENT][NEUTRAL] It's [PII]. Last initial is [PII].
[CUSTOMER][NEUTRAL] And what will be the reference number for this call?
[AGENT][NEUTRAL] It's just my name and today's date and time.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Right.