AccountId: 011433970860
ContactId: e45f6a4b-443c-4b84-8b12-1601db2f1d57
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299619 ms
Total Talk Time (AGENT): 163958 ms
Total Talk Time (CUSTOMER): 168974 ms
Interruptions: 8
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/e45f6a4b-443c-4b84-8b12-1601db2f1d57_20250123T13:51_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. Good morning. Uh, my name is [PII]. I'm calling from Diagnostic Center of Miami. How are you doing today?
[AGENT][POSITIVE] I'm doing well, [PII]. How are you doing?
[CUSTOMER][POSITIVE] I'm doing well. It's so cold here, but I'm enjoying the weather.
[AGENT][NEUTRAL] It's cold here too.
[CUSTOMER][NEUTRAL] Where are you?
[AGENT][NEUTRAL] Just to change. Are you in [PII]?
[CUSTOMER][POSITIVE] Yes, yes, I'm in [PII], but in [PII], [PII] is always hot, but now, but it's, it's really, it's really nice, you know, I love, I love um cold weather, weather, yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Oh, do you? You see, I don't like cold weather and that's why I would like to be in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Where are you?
[AGENT][NEUTRAL] I'm in [PII].
[CUSTOMER][NEUTRAL] Ah, good. I live in [PII] around almost 4 years. I know, I, I know [PII]. Yes, yes, yes.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Yeah, you know, we get that in the summertime, it's just hot, humid heat with no breeze.
[CUSTOMER][NEUTRAL] Mm, I don't, I, I think, I think [PII] is more humid, like [PII]. Yes.
[AGENT][NEUTRAL] Do you really? But don't you get a lot of ocean breeze though to help?
[CUSTOMER][NEUTRAL] We always, I'm always have fresh air because the humidity is really, really high.
[AGENT][NEUTRAL] Me too.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII] and [PII] and [PII] and [PII], it's a different, it's different, it's really different and for me, yeah, mhm.
[AGENT][NEUTRAL] I try.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I, I try to keep my hair smooth and you go out and finally I just got to the point, well, oh well, it is what it is, as they say.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][POSITIVE] You're right.
[AGENT][NEUTRAL] I quit fighting it. I, what's the callback number? Uh-huh. Go ahead.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] But, but, um, but in [PII] now it's cold, right? Or?
[AGENT][NEGATIVE] It is cold. It's been like 11 degrees in the mornings and I'm like, that's just too cold to me.
[CUSTOMER][NEUTRAL] Oh my goodness. No, we, we have 55.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEGATIVE] Now see that would be bad because you would have to put on close toed shoes. You wouldn't be able to wear flip flops in 55 degrees.
[CUSTOMER][NEUTRAL] You are [PII] you have 11. 0 my goodness.
[AGENT][NEUTRAL] At [PII], I can't even think about flip flops.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No charges, no flip flop, no.
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] OK, alright, [PII], um, I just need to get benefits and eligibility for one of my patients please.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Well, it would be a pleasure to assist you with benefits and eligibility. What's your callback number?
[CUSTOMER][NEUTRAL] Alright, [PII], option 4.
[CUSTOMER][NEUTRAL] OK, oh my god.
[AGENT][NEUTRAL] Thank you and what is that policy number?
[CUSTOMER][NEUTRAL] OK. 02301203 M like Mary, L like Larry, and the number 8 at the end.
[AGENT][NEUTRAL] Thank you. And what is the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] Yes, uh, [PII], uh, [PII]. I don't know if I, if I did pronounce fine, but you know.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Sounds good to me.
[AGENT][NEUTRAL] I'm not sure either.
[CUSTOMER][NEGATIVE] I really have issues with names and last names.
[AGENT][POSITIVE] I know. We just do the best we can.
[CUSTOMER][NEUTRAL] Especially in English.
[AGENT][POSITIVE] Well, it sounds like you did great to me. How would you say it in Spanish the same way, right? Well, no, it'd be [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] It's [PII], yeah, it's the, yes. Mhm.
[AGENT][POSITIVE] Be the same way. Yeah, of course. And I can help you with that eligibility and benefit. I am showing that her policy is active.
[AGENT][NEUTRAL] Effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This is a secondary policy to her major medical. And what type of benefits are you needing? Is it outpatient?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] An outpatient benefit, yes, we had a freestanding facility at the diagnostic center.
[AGENT][POSITIVE] OK, perfect. She does have outpatient coverage up to $500 and that is a per calendar day benefit.
[CUSTOMER][POSITIVE] The calendar day perfect.
[AGENT][NEUTRAL] And if
[AGENT][NEUTRAL] Yeah, and that is a verification of coverage, not a guarantee of payment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, just a reference number for this call.
[AGENT][NEUTRAL] it's gonna be my name in today's date, and I spell my name just like [PII], and the first initial last name, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Perfect. Thank you, [PII]. You have a wonderful day and enjoy your weather.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] No, I'm gonna wait till it gets warm, then I'll enjoy it, but you enjoy your cold weather.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm yeah, yeah.
[AGENT][POSITIVE] It's been such a pleasure.
[CUSTOMER][POSITIVE] I really do.
[AGENT][POSITIVE] Pleasure to assist you today. Thank you.
[CUSTOMER][POSITIVE] Yeah, thanks [PII], bye bye. Have a wonderful weekend if I don't talk to you again, OK, bye-bye. Thank you.
[AGENT][NEUTRAL] If you don't
[AGENT][POSITIVE] Alright, I hope you have a great weekend too. Thank you, [PII]. Good to talk to you bye bye.
[CUSTOMER][POSITIVE] Bye bye thank you bye.