AccountId: 011433970860
ContactId: ce75405e-cb7c-4de4-b5c3-78406c47dbc8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114199 ms
Total Talk Time (AGENT): 42919 ms
Total Talk Time (CUSTOMER): 61779 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/ce75405e-cb7c-4de4-b5c3-78406c47dbc8_20250306T20:02_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Health South Florida. We're a free standing diagnostic center. We have a mutual patient that is a member of yours, and I would like to see if she has any benefits for outpatient diagnostic testing.
[AGENT][NEUTRAL] OK. And what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] Um, let me take a look.
[CUSTOMER][NEUTRAL] Hm, so this card does not pro oh I'm sorry, it does so it's 02556501 M like Mary, L like Larry and the number 8.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, her name is, the last name is [PII]. The first name is [PII], and her date of birth, give me one moment, let me find her name. It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you for that information, [PII]. So I'm showing an effective date of [PII]. This policy is active at this time and you said that this is for outpatient diagnostic?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK. And so the maximum outpatient benefit is up to $8700.
[AGENT][NEUTRAL] This is per calendar year.
[AGENT][NEUTRAL] And any information provided is not a guarantee of payment, um, just verification.
[AGENT][NEUTRAL] And let me check to see.
[CUSTOMER][NEUTRAL] OK, and does, yes, if she's used any of that?
[AGENT][NEUTRAL] Right. Nothing has been used so far.
[CUSTOMER][POSITIVE] OK perfect thank you so much [PII] I hope you have a great day.
[AGENT][POSITIVE] Hey you too and thank you for calling APL [PII]. Have a good day as well.
[CUSTOMER][POSITIVE] Thanks.