AccountId: 011433970860
ContactId: c8dbb0dc-6cbb-405e-b7a4-c20cb01d2bdb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202820 ms
Total Talk Time (AGENT): 79630 ms
Total Talk Time (CUSTOMER): 85374 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/c8dbb0dc-6cbb-405e-b7a4-c20cb01d2bdb_20250422T15:26_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, um, my name is [PII], last name [PII] [PII], and I'm calling to verify gap insurance for this patient coming to an outpatient hospital facility, please.
[AGENT][NEUTRAL] OK Miss [PII], I can help you with eligibility of a patient. Um, can I please get your callback number, ma'am just in case our call is disconnected and the facility name you're calling from?
[CUSTOMER][NEUTRAL] Yes, it's going to be South Miami Hospital and my phone number is going to be [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII], spelled as [PII] Date of birth is gonna be [PII], and the policy number is going to be 02.
[CUSTOMER][NEUTRAL] 1168 28.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, 8.
[AGENT][POSITIVE] OK, thank you so much and let me look up that patient real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us. Her effective date is [PII].
[AGENT][POSITIVE] And everything is update and current.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] The current.
[CUSTOMER][POSITIVE] Perfect. And then how much of an outpatient benefit per year or day does she have?
[AGENT][NEUTRAL] OK, let me check the benefits for you and this is just to verify her benefits. It's not a guarantee of payment. She has um an outpatient calendar year benefit of $6600.
[AGENT][NEUTRAL] And let me check to see if anything's been used.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. She has not used anything for the year of [PII].
[CUSTOMER][NEUTRAL] Thank you so much. So just to confirm, her effective date is [PII]. Her outpatient benefit for the year is $6600 and nothing has been met, is that correct?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Thank you so much. Would I be able to get um the reference for the call please? and you said your name was [PII], correct?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name in today's date.
[CUSTOMER][POSITIVE] Perfect, thank you so much. And then would it be able to get the first letter of your last name, please?
[AGENT][NEUTRAL] Yes ma'am, you can use um my last name starts with an [PII]
[CUSTOMER][POSITIVE] Thank you so much. Have a great day.
[AGENT][POSITIVE] You too, Ms. [PII]. I hope you have a wonderful rest of your week. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that'll be all for today thank you so much.
[AGENT][POSITIVE] OK you take care and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye, ma'am.