AccountId: 011433970860
ContactId: e5b2f1f5-eded-42f5-9ce4-eccf34c05c84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105000 ms
Total Talk Time (AGENT): 42856 ms
Total Talk Time (CUSTOMER): 42439 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/e5b2f1f5-eded-42f5-9ce4-eccf34c05c84_20250407T14:36_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. My name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hello [PII]. I'm calling from Baptist Hospital of Miami. It's to verify benefits and eligibility for a patient.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] Yes, it's [PII], that is [PII], and you said [PII] was your name, correct?
[AGENT][POSITIVE] That's correct. And can you, if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Yes, it's [PII] um hold on because I changed extensions today, one moment.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It's a direct line.
[CUSTOMER][NEUTRAL] So it is 02556424 ML 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII], and I do show the outpatient calendar year maximum is $8700.
[CUSTOMER][POSITIVE] OK perfect. Has any of that been met?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Um, they've only used $150 for that, so they have, um, the rest of that remaining.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] So 8550. OK, perfect. Um, is there any reference number that I should note for this call?
[AGENT][NEUTRAL] Just my name and today's same time.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. I hope you have a great day goodbye.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.