AccountId: 011433970860
ContactId: c46b9b5c-ede0-4980-948d-b457b226024e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111919 ms
Total Talk Time (AGENT): 46471 ms
Total Talk Time (CUSTOMER): 44562 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/c46b9b5c-ede0-4980-948d-b457b226024e_20250321T18:01_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], yes, my name is [PII]. I'm calling uh from South Miami Hospital. I wanted to verify eligibility and benefits for a member.
[AGENT][NEUTRAL] OK. Do you have a callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I have 01839201, M as in Mike, L as in Lima, the number 8.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, what's that patient's name?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] And her date of
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] And you were just needing benefits?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Uh, yes, eligibility and benefits for outpatient surgery at a hospital.
[AGENT][NEUTRAL] OK, the effective date is [PII]. Any benefits given over the phone is not a guarantee of payment. This policy coordinates with the primary insurance, whatever the primary applies to their deductible, co-pay or co-insurance only.
[AGENT][NEUTRAL] For outpatient we'll pay up to $500 per calendar day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK perfect and the policy is still showing active you said right?
[AGENT][NEUTRAL] Yes, ma'am. Mhm.
[CUSTOMER][POSITIVE] OK, all right, perfect. All right, thank you so much for your help, [PII].
[AGENT][POSITIVE] Thank you, [PII], for calling APA. You have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.