AccountId: 011433970860
ContactId: c5b45e2a-715c-40fd-8708-7329518b4870
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237740 ms
Total Talk Time (AGENT): 94088 ms
Total Talk Time (CUSTOMER): 71952 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/c5b45e2a-715c-40fd-8708-7329518b4870_20250429T13:35_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Uh, good morning. My name is [PII]. I'm calling from Diagnostic Center of Miami. I just need to obtain benefits and eligibility for two patients. Can you help me with that, please?
[AGENT][NEUTRAL] I can. I'm sorry, may I have your name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and your callback number please?
[CUSTOMER][NEUTRAL] [PII] 4.
[AGENT][NEUTRAL] Thank you. What is your first policy number?
[CUSTOMER][NEUTRAL] I'm sorry, the first?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And the first member ID?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 02281890 M like Mary L like Larry and the number 8 at the end.
[AGENT][NEUTRAL] OK, thank you, verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII]. I'm looking for outpatient benefits.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, thank you. And she shows effective as of [PII] policy shows active for her and for outpatient benefits. One moment. It pays on a per day max. Please note verification of benefits provided does not guarantee payment. We pay up to $2000 per calendar day.
[CUSTOMER][NEUTRAL] 2000 per calendar day. Alright, may I have a reference number for this patient, please?
[AGENT][NEUTRAL] We do not provide reference numbers, but you can use my name in today's date, and that last initial is [PII]. One moment please before we move to the next.
[AGENT][NEUTRAL] What's the 2nd policy number?
[CUSTOMER][NEUTRAL] OK, it is 0197.
[CUSTOMER][NEUTRAL] 3124 MLA.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] And member's name is [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Now with this particular policy it shows that it termed as of [PII]. Uh, 1 moment please, Miss. Let me just check to see if there's an active policy for this member please. One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] OK, I do have an active policy number and I'm ready to give that to you when you're ready.
[CUSTOMER][NEUTRAL] Oh, another member ID?
[AGENT][NEUTRAL] Yes, it's the policy number that's current for her.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, it is 002281875 ML 8.
[CUSTOMER][POSITIVE] Alright, I'm ready.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Shows an effective date of [PII]. Policy shows active and for outpatient benefits is also places on the per day max. Please note verification of benefits provided does not guarantee payment. We pay up to $2000 per calendar day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] $2000 per car in a day.
[CUSTOMER][POSITIVE] Alright, [PII], thank you so much. You have a wonderful day. OK, bye, thank you.
[AGENT][POSITIVE] And thank you for calling AP. You as well. Take care bye.
[CUSTOMER][NEUTRAL] Bye bye.