AccountId: 011433970860
ContactId: e0854434-3d24-4fd9-8ecd-030d1a9d8621
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147059 ms
Total Talk Time (AGENT): 70682 ms
Total Talk Time (CUSTOMER): 47260 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/e0854434-3d24-4fd9-8ecd-030d1a9d8621_20250109T20:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, yes, I'm calling from Baptist Hospital Miami. My name is [PII]. I'm just calling to see if a patient is, uh, currently active with you guys.
[AGENT][NEUTRAL] OK, yeah, I can check that eligibility for you um there. Can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I do 1341924 ML 8.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. Uh, so the policy is active. The effective date was [PII], and this is a secondary medical policy. It is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] How much has uh
[CUSTOMER][NEUTRAL] How much is the, it, it, does it have like a $6000?
[CUSTOMER][NEUTRAL] Limit or?
[AGENT][NEUTRAL] Um, with this, would be looking at uh inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, yeah, let me check that and of course I will let you know verification of coverage is not a guarantee of payment for claims. Uh, their outpatient benefit, yes, uh, $6000 max per calendar year. Um, I know the year just started, but I will still see if any of that has been used me just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't put [PII].
[AGENT][NEUTRAL] There we go, OK, none has been used so far this year.
[CUSTOMER][POSITIVE] All righty. Thank you. What's your name?
[AGENT][NEUTRAL] It's [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] No, that'll be it. Uh, can you provide me the reference number?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date and so my last initial is A.
[CUSTOMER][POSITIVE] Alrighty, thank you, that'll be it.
[AGENT][POSITIVE] OK, thanks for calling APO. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] crazy.