AccountId: 011433970860
ContactId: d6c07949-7aca-49ea-a301-9b3a05f1d76c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107660 ms
Total Talk Time (AGENT): 39955 ms
Total Talk Time (CUSTOMER): 34915 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/d6c07949-7aca-49ea-a301-9b3a05f1d76c_20250530T17:40_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling from University of Miami Hospital.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi, how are you, [PII]? I have a patient that is coming for an outpatient procedure, and I'm calling to check what are the benefits available that she has.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility. May I have the policy number please?
[CUSTOMER][NEUTRAL] It is 017.
[CUSTOMER][NEUTRAL] 74085.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] I do show the outpatient calendar year maximum is $6600.
[CUSTOMER][NEUTRAL] $6600?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] And she has everything available.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, [PII], what is your last letter initial, please?
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] And do you have a reference number for the call?
[AGENT][NEUTRAL] References is my name and today's date and time. Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] No, thank you, [PII]. Thank you for assisting me. Have a nice day.
[AGENT][POSITIVE] Thank you for calling APO have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] OK