AccountId: 011433970860
ContactId: d4767078-1697-4f57-b0fa-058cd1eb59da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125099 ms
Total Talk Time (AGENT): 50779 ms
Total Talk Time (CUSTOMER): 45273 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/d4767078-1697-4f57-b0fa-058cd1eb59da_20250502T16:00_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from University of Miami Hospital. I'm calling to check for a patient uh what benefit he has available for an inpatient procedure.
[AGENT][POSITIVE] OK, I'm happy to check benefits for you. Uh, do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I do have the policy number, which is gonna be 020.
[CUSTOMER][NEUTRAL] 6:40
[CUSTOMER][NEUTRAL] 16
[AGENT][NEUTRAL] All right. And what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] The dependent name will be [PII], [PII].
[AGENT][POSITIVE] Thank you so much. So, patient is active. Effective date is [PII]. We are the members secondary insurance, so this does cover deductible, co-pay, co-insurance that the primary does not.
[AGENT][NEUTRAL] The inpatient benefit on this member's plan is $5000 and that's going to be per occurrence it looks like.
[CUSTOMER][NEUTRAL] The patient has all the $5000 available to be used.
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][NEUTRAL] Mm thank you. Um, Ms. [PII], may you please provide me with the, with your last name letter initial, please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm thank you and do you have a car reference number?
[AGENT][NEUTRAL] That is my name with today's date.
[CUSTOMER][POSITIVE] Thank you, Ms. [PII]. Thank you for helping me. Have a nice and wonderful day.
[AGENT][NEUTRAL] You as well. Bye bye.
[CUSTOMER][NEUTRAL] When is the effect of the policy?
[AGENT][NEUTRAL] Uh, let me get that for you.
[AGENT][NEUTRAL] That was [PII].
[CUSTOMER][NEUTRAL] OK, I forgot to ask.
[CUSTOMER][POSITIVE] Sounds good. Thank you, Ms. [PII].
[AGENT][POSITIVE] You're welcome.