AccountId: 011433970860
ContactId: c4f78f40-a5f2-4f53-ac6a-eb723a0481a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146300 ms
Total Talk Time (AGENT): 47505 ms
Total Talk Time (CUSTOMER): 52153 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=3.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/c4f78f40-a5f2-4f53-ac6a-eb723a0481a3_20250603T16:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. I'm calling from West Kendall Baptist Hospital to check on coverage for a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility and benefits. Um, do you have, can I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] Of course. That would be [PII], and the best callback number would be [PII] option one.
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Yes, the policy number is 02556079.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] That would be [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, it looks like this policy is active and effective [PII]. And is this gonna be for outpatient benefits?
[CUSTOMER][NEUTRAL] Yeah, for all patients.
[AGENT][NEUTRAL] OK. It's not a guarantee of payment, basic outline of the policy. Let me get that pulled up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] It looks like for their outpatient benefits, they have $3000 per covered person per calendar year payable.
[CUSTOMER][POSITIVE] Perfect. Thank you, [PII]. And by any chance, has the member met anything yet?
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] I don't show anything used this year.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. I truly do appreciate everything. If by any chance, may I have your last name initial with the reference number?
[AGENT][NEUTRAL] Uh, yes, uh reference number is my name is [PII], first initial to my last name is [PII] as [PII], and then today's date. And anything else I can help with today?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] No, that'll be all. Thank you so much, [PII]. I hope you have a great day.
[AGENT][POSITIVE] Thanks for calling APL. I hope you do too. Bye bye.
[CUSTOMER][NEUTRAL] OK. Mm bye.