AccountId: 011433970860
ContactId: c956ee60-88c3-4928-a928-e73bb59ff423
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75349 ms
Total Talk Time (AGENT): 34780 ms
Total Talk Time (CUSTOMER): 30874 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/c956ee60-88c3-4928-a928-e73bb59ff423_20250310T16:46_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'm calling on behalf of South Miami Hospitals to verify eligibility for a patient.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility today [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 02138602 ML 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII].
[AGENT][NEUTRAL] And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, I do show the outpatient per day maximum is $3000.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] OK, that's it thank you so much.
[AGENT][POSITIVE] Was there anything? Oh, that's it? OK, well thank you for calling ATL. You have a good day.
[CUSTOMER][NEUTRAL] Yeah, that was it.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye, bye-bye.