AccountId: 011433970860
ContactId: e169ccf9-52fa-4e83-b272-4a6bf8effed3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174839 ms
Total Talk Time (AGENT): 74857 ms
Total Talk Time (CUSTOMER): 56647 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/e169ccf9-52fa-4e83-b272-4a6bf8effed3_20250314T14:50_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] The one you said was it
[CUSTOMER][NEUTRAL] Hello, good morning, [PII]. My name's [PII]. I'm calling from Bro Health Coral Springs. I was calling to verify a patient's, um, gap coverage for their upcoming procedure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can help you with um the benefits for the patient [PII]. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII]. Um her policy number is 01343232ML8.
[AGENT][NEUTRAL] OK, let me look her up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us and her effective date is [PII], and this is just to verify her benefits. It's not a guarantee of payment. You're correct, she does have a supplemental insurance that helps with deductible, co-pay, and co-insurance.
[AGENT][NEUTRAL] She has an inpatient benefit amount per calendar year of $1500 and then she also has an outpatient calendar year benefit amount of $1500.
[CUSTOMER][NEUTRAL] Oh, OK, um, was there anything used of this year or no?
[AGENT][NEUTRAL] Let me check for you real quick.
[AGENT][NEGATIVE] Nothing has been used for the year [PII].
[CUSTOMER][NEUTRAL] OK, alright, um, sorry, is the mailing address in [PII] or is it this, um, [PII] mailing address?
[AGENT][NEUTRAL] For claims it's gonna be the [PII] mailing address.
[CUSTOMER][NEUTRAL] For you guys.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Alright, um, to, uh, what's the first initial or your last name?
[AGENT][NEUTRAL] It's a
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, you don't provide a reference numbers for the call, do you?
[AGENT][POSITIVE] Yes you can use my name and date.
[CUSTOMER][POSITIVE] OK, alright, thank you [PII].
[AGENT][POSITIVE] You're so welcome [PII]. I, is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Uh, no, that's it.
[AGENT][POSITIVE] Alright well you have a wonderful weekend and thanks for calling on APL.
[CUSTOMER][POSITIVE] All right thanks bye.
[AGENT][NEUTRAL] Mm