AccountId: 011433970860
ContactId: c8bf7e54-38b7-4bd2-8450-d779565eafef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185000 ms
Total Talk Time (AGENT): 103667 ms
Total Talk Time (CUSTOMER): 67535 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/c8bf7e54-38b7-4bd2-8450-d779565eafef_20250411T21:16_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Hi, so, um, my name is [PII]. I'm calling from Baptist Hospital Miami. I just, uh, need to verify coverage on a patient.
[AGENT][NEUTRAL] OK, sure, I can assist you with how much information, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Policy number I have 02024615 M as in mom, L as in Larry 7.
[AGENT][NEUTRAL] Thank you. And what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. Um, let me pull this other policy. Looks like she has a new policy number. OK, um, let me know when you're ready for the new policy number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, I'm ready.
[AGENT][NEUTRAL] OK, the new policy number is 02611871.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The effective date?
[CUSTOMER][NEUTRAL] 02611 0 sorry I just wanted 026.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Go ahead, go ahead.
[CUSTOMER][NEUTRAL] 11871.
[AGENT][NEUTRAL] Yes, that is correct. Yes. Mhm. All right. And we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical. Do you need benefit information?
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, I wanted to see if she had any outpatient hospital benefits available to her and if she's used anything.
[AGENT][NEUTRAL] OK. All right, let's see. OK, this is not a guarantee of payment, just a verification of coverage, and that's just a disclaimer, and it looks like she has a combined inpatient, outpatient maximum of 6000 per calendar year and let me check and see if she has used any. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, I don't think she has it. OK. Let's see, yeah.
[CUSTOMER][NEUTRAL] Probably not, but just in case.
[AGENT][NEUTRAL] All right, no, she has not used her benefits for [PII] as of today.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK great OK so then uh that's all I needed you you said your name was [PII]?
[AGENT][POSITIVE] Yes, that's correct. No that's initial [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and is there a reference number for today's call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Perfect. OK, so well thank you so much, that's all I need.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good afternoon and good weekend, Ms. To you.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Yeah, bye bye.