AccountId: 011433970860
ContactId: d7ed720c-2ef6-4041-807a-6545c979b530
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 312859 ms
Total Talk Time (AGENT): 96443 ms
Total Talk Time (CUSTOMER): 69713 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/d7ed720c-2ef6-4041-807a-6545c979b530_20250421T14:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good morning. My name is [PII]. I'm calling from Backton Hospital of Miami to verify patient eligibility, please.
[AGENT][NEUTRAL] Yeah, of course. I can help you verify a patient.
[AGENT][NEUTRAL] And you said you, you said.
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] What did you say your name was again?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, policy number will be.
[CUSTOMER][NEUTRAL] 002175427 M as in Mary, L as in Larry, and 8, number 8.
[AGENT][NEUTRAL] OK [PII], what's a good call back number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Thank you. All right. And the patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, patient's name is [PII] and the last name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Hey yeah it looks like this policy is active.
[AGENT][NEUTRAL] The effective date is [PII].
[CUSTOMER][NEUTRAL] May I have um
[CUSTOMER][NEUTRAL] The calendar the um.
[CUSTOMER][NEUTRAL] Yeah, I don't know how the benefits.
[AGENT][NEUTRAL] Yes, you want to verify benefits?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And then is this an office visit?
[CUSTOMER][NEUTRAL] A [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, this is not a guarantee of payment, it's just a verification of coverage, so it looks like the outpatient benefit max per calendar day is $500.
[AGENT][NEUTRAL] And then the outpatient calendar year deductible for accident and sickness.
[AGENT][NEUTRAL] Uh, let me look deeper into her policy for that number.
[AGENT][NEUTRAL] OK. So it looks like they do not have an outpatient deductible.
[AGENT][NEUTRAL] Um
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] Um, may I have your name and reference number for this call, please?
[AGENT][NEUTRAL] Yes, ma'am. It's [PII].
[AGENT][NEUTRAL] And then the reference number is my first name, [PII]
[AGENT][NEUTRAL] Last initial [PII]
[AGENT][NEUTRAL] And then today's date.
[CUSTOMER][NEUTRAL] You said
[AGENT][NEUTRAL] Uh, today's date.
[CUSTOMER][NEUTRAL] The first and last name.
[AGENT][NEUTRAL] Oh, sorry, it's, so it's my first name, [PII], and then my last initial [PII]
[AGENT][NEUTRAL] And then today's date.
[CUSTOMER][POSITIVE] OK, perfect, [PII], thank you very much for your help, all the information provided. Have a wonderful day.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is there anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] That'll be all. Thank you very much.
[AGENT][POSITIVE] OK, yep, thanks for calling APO. Have a good day.