AccountId: 011433970860
ContactId: e5e83694-49f9-4730-ac24-f79329130fdc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140339 ms
Total Talk Time (AGENT): 57221 ms
Total Talk Time (CUSTOMER): 38314 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/e5e83694-49f9-4730-ac24-f79329130fdc_20250411T18:08_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Thanks
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII] and I'm calling from University of Miami Hospital.
[CUSTOMER][NEUTRAL] I'm giving a call because I have a patient that is coming for the procedure outpatient hospital, and I'm calling to share what benefits she has available to use.
[AGENT][POSITIVE] OK, um, well, I'll be more than happy to assist you with the member's benefits. And may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] 3053266486.
[AGENT][POSITIVE] Thank you for that and the policy number whenever you're ready.
[CUSTOMER][NEUTRAL] The policy number is 022.
[CUSTOMER][NEUTRAL] 35926
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Alright, I'm showing that the policy is active. It's been effective since [PII]. And hold on one moment, I'm just pulling up the benefits so I can look at outpatient. Hold on one second.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] So it's coming up now.
[AGENT][NEUTRAL] And for outpatient, the policy will pay up to $500 per occurrence.
[AGENT][NEUTRAL] That does include outpatient surgery and outpatient uh hospital outpatient facility or freestanding outpatient surgery center.
[CUSTOMER][NEUTRAL] So so it's only $500 per counter, correct?
[AGENT][NEUTRAL] Yes, $500 per occurrence. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, sounds good. Do you have a reference number for the call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you, [PII]. Thank you for uh helping me. Have a nice day.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You also, thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] You too.