AccountId: 011433970860
ContactId: ca381ff9-3543-44d5-a6fe-e5c4e1207f99
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159639 ms
Total Talk Time (AGENT): 74806 ms
Total Talk Time (CUSTOMER): 45816 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/ca381ff9-3543-44d5-a6fe-e5c4e1207f99_20250102T20:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. My name is [PII]. I'm calling from Diagnostic Center of Miami. I just need to obtain benefits and eligibility for one of my patients, please. Can you help me with that?
[AGENT][NEUTRAL] I can help you with benefits and eligibility um you said your name was [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Oh [PII], OK, thank you so much and then what is your um callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Um, [PII] option 4.
[AGENT][NEUTRAL] OK, thank you. And then what's the patient's name?
[CUSTOMER][NEUTRAL] And member's name is [PII], [PII].
[AGENT][NEUTRAL] OK, and then what's [PII]'s policy number?
[CUSTOMER][NEUTRAL] I'm sorry, policy number is 22.
[CUSTOMER][NEUTRAL] 556-85.
[AGENT][NEUTRAL] OK, let me look her policy up.
[AGENT][NEUTRAL] OK, I do show that uh [PII] does have an active policy. Her effective date is [PII], and this is just to verify benefits. It's not a guarantee of payment. This is an.
[AGENT][NEUTRAL] supplemental policy that is secondary to the primary.
[AGENT][POSITIVE] It helps with deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She has an inpatient calendar year benefit amount of $1000.
[AGENT][NEUTRAL] And an outpatient, uh.
[AGENT][NEUTRAL] Let's see, outpatient calendar year benefit amount of $1000.
[CUSTOMER][NEUTRAL] $1000 as well.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and the is the member ID correct?
[CUSTOMER][NEUTRAL] 225-5685
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am, that is correct.
[CUSTOMER][NEUTRAL] OK, OK, may I have your name and a reference number for this call, please?
[AGENT][NEUTRAL] Yes, ma'am. My name is [PII]. It's [PII] and you can use my name in today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much, [PII], you have a great day bye bye. Thank you.
[AGENT][POSITIVE] You have a great one too. Thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Bye bye.