AccountId: 011433970860
ContactId: dd0eebf5-ae7a-483a-ac36-ddadba3c66e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164740 ms
Total Talk Time (AGENT): 65094 ms
Total Talk Time (CUSTOMER): 62446 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/dd0eebf5-ae7a-483a-ac36-ddadba3c66e6_20250416T15:29_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Hi, yes, I'm calling to get eligibility and benefits for a patient, please.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from Baptist Hospital of Miami.
[AGENT][NEUTRAL] And how do you spell your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02493063 M as in monkey, L as in lemon, and the number 8.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Um, the patient's name is [PII].
[AGENT][NEUTRAL] And his date of her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Rea, and you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes, I just need to know how much um she gets for hospital patient and if she's met anything towards it.
[AGENT][NEUTRAL] OK, I can look that up for you. And you said this was for outpatient?
[CUSTOMER][NEUTRAL] Yes, uh hospital outpatient.
[AGENT][NEUTRAL] 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 their deductible, co-pay or co-insurance only will pay up to $500 per calendar day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, so she gets $500 per day.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Has she done anything towards that? I mean, it's per day, so, OK.
[AGENT][NEGATIVE] It's per calendar day, so no.
[CUSTOMER][NEUTRAL] Oh, OK, perfect. Um, can I get your name and a reference number for the call, please?
[AGENT][NEUTRAL] My name is [PII] We do not have reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, thank you so much, [PII]. I hope you have a great day.
[AGENT][POSITIVE] Thank you for calling APL. You as well.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] But