AccountId: 011433970860
ContactId: d569dfce-f5b6-423a-899d-1c2e61dc39ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157710 ms
Total Talk Time (AGENT): 60398 ms
Total Talk Time (CUSTOMER): 53062 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/d569dfce-f5b6-423a-899d-1c2e61dc39ff_20250320T16:05_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APA. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from Homestead Hospital. I wanna obtain eligibility for one of our patients today.
[AGENT][NEUTRAL] OK. Did you say your name was [PII]?
[CUSTOMER][NEUTRAL] [PII], like [PII] without the [PII]
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you have a callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I have numbers 01611804.
[CUSTOMER][NEUTRAL] Letters Mary love number 8.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's that patient's name?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Thank you, [PII], and you wanted the benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with that. Is it for outpatient, inpatient or doctor's office?
[CUSTOMER][NEUTRAL] Outpatient, it's an ER visit.
[AGENT][NEUTRAL] OK, the effective date is [PII]. Any benefits given over the phone is not a guarantee of payment. This policy coordinates with the primary insurance, whatever the primary applies to the deductible, co-pay or co-insurance for outpatient.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We will pay up to
[AGENT][NEUTRAL] 1500 per calendar year.
[CUSTOMER][NEUTRAL] OK, perfect. Alright, and is there a reference number for this call?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name and today's date.
[CUSTOMER][POSITIVE] OK perfect and that was [PII], correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Alrighty, thank you so much. That's it. You have a great day.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You as well.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.