AccountId: 011433970860
ContactId: cc711abf-00ed-4976-a63e-7ff4ecb3ec9b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188300 ms
Total Talk Time (AGENT): 57842 ms
Total Talk Time (CUSTOMER): 98038 ms
Interruptions: 4
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/cc711abf-00ed-4976-a63e-7ff4ecb3ec9b_20250408T16:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] you have the time.
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I'm calling from Baptist Hospital of Miami. Um, I just wanted to look at the benefits of a patient. Um, he's getting a procedure done. He's gonna be, it's gonna be inpatient, and I wanted to see if, um, you guys would cover.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The CPT codes.
[AGENT][NEUTRAL] OK. Do you have a good callback number, [PII], and I can help you with benefits.
[CUSTOMER][NEUTRAL] Yes, it is uh [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You have the policy number of the patient?
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] Yes, um, let me get it here. It is 02587813.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, this is not a guarantee of payment. It's the basic outline of the policy. OK, so this be for inpatient hospitals, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah. OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] See because they got more on that say I wouldn't.
[AGENT][NEUTRAL] Um, so they have a $3000 per occurrence benefit for their, um, for this policy. So this will process after primary has processed the claim and potentially pick up deductible, co-pay, co-insurance.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, uh, what was the max amount?
[AGENT][NEUTRAL] It's 3000, uh, per confinement, sorry.
[CUSTOMER][NEUTRAL] 3000.
[CUSTOMER][NEUTRAL] Sorry, say that again?
[AGENT][NEUTRAL] 3000 per confinement.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And that's um the same amount remaining?
[CUSTOMER][NEUTRAL] To be used? I mean available?
[AGENT][NEUTRAL] Uh, let me see, let me see if he used anything.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][POSITIVE] I'm ready for it.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I don't show anything's been used this year.
[CUSTOMER][NEUTRAL] Nothing's been used, OK.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Is there anything else I can help with today?
[CUSTOMER][NEUTRAL] No, that was all thank you um can I just get the reference number for the call?
[AGENT][NEUTRAL] Uh, reference number will just be my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] Thanks for calling APL have a great day.
[CUSTOMER][NEUTRAL] You too bye.