AccountId: 011433970860
ContactId: de82b34d-bddd-4d03-9d21-29ececa73eec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140570 ms
Total Talk Time (AGENT): 58090 ms
Total Talk Time (CUSTOMER): 61055 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/de82b34d-bddd-4d03-9d21-29ececa73eec_20250617T14:25_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from South Miami Hospital. So as you scroll up, I'm calling to see if our patient, he's here to have inpatient surgery and the benefits for that, please.
[AGENT][NEUTRAL] OK, [PII], do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have her policy number?
[CUSTOMER][NEUTRAL] Yes, 024869.
[CUSTOMER][NEUTRAL] 03 ML 7 I wonder if that's that might be for outpatient though.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[CUSTOMER][NEUTRAL] And he's gonna be inpatient, OK.
[CUSTOMER][NEUTRAL] Uh, ready to sign, sign in. His name is [PII]. Pronounce your last name [PII]
[AGENT][NEUTRAL] And what's the patient's name?
[AGENT][NEUTRAL] And can I verify the date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you're wanting to uh verify benefits for inpatient?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII].
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This policy coordinates with the primary insurance.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Whatever the primary applies to their deductible, co-pay or co-insurance only, we'll pay up to $1000 per calendar year.
[CUSTOMER][NEUTRAL] Mhm OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that's what he has remaining $1000.
[AGENT][NEUTRAL] Hold on just a moment, I'll check and see if he's used anything.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] He has not used anything, so yes, ma'am, it's 1000.
[CUSTOMER][POSITIVE] Thank you, Ms. [PII], and you have a wonderful day.
[AGENT][POSITIVE] Thank you, [PII], for calling APR. You have a good day as well.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.