AccountId: 011433970860
ContactId: e51c7ff1-096c-4ebe-8579-7118bf6552af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203509 ms
Total Talk Time (AGENT): 81176 ms
Total Talk Time (CUSTOMER): 67929 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/e51c7ff1-096c-4ebe-8579-7118bf6552af_20250520T16:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[CUSTOMER][NEUTRAL] I'm so sorry the connection broke up. What was your first name?
[AGENT][NEUTRAL] My name is [PII]. I'm with APL.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Hospital of Miami. I was just calling to um verify a policy please.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I can help you with eligibility for a patient, Miss [PII]. Can I please get your callback number, ma'am, just in case the call is disconnected.
[CUSTOMER][NEUTRAL] Sure. My direct line is [PII].
[AGENT][NEUTRAL] OK, and the [PII], what was the first three digits after the area code?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you very much. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so her name is [PII], I'm probably butchering that date of birth, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what is Miss [PII]'s policy number please?
[CUSTOMER][NEUTRAL] Uh, I have 02337124.
[AGENT][NEUTRAL] Let me look her up real quick.
[AGENT][NEUTRAL] OK, I've got Miss [PII] pulled up and I do show that she does have an active policy and her effective date is [PII] and everything is current.
[CUSTOMER][NEUTRAL] OK, and just to confirm the last notes here that she has a $1000 per year outpatient benefit and the last time I guess it was checked it had been completely used up.
[CUSTOMER][NEUTRAL] Is that still accurate?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, yes ma'am, and this is just to verify her benefits. It's not a guarantee of payment. She does have a $1000 outpatient per calendar year benefit, and let me check to see about her benefits if they've been used up for this year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I don't know when the policy restarts or if it doesn't.
[AGENT][NEUTRAL] Yes ma'am, she, she has used this year so far $930.90.
[CUSTOMER][POSITIVE] 9:30 and 90 cents. All right, perfect.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] All right, [PII], well thank you so much for your help. That's all I needed to know. Thank you so much.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.