AccountId: 011433970860
ContactId: e7b29292-15c6-49e9-992e-4a598c8d69a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137800 ms
Total Talk Time (AGENT): 57428 ms
Total Talk Time (CUSTOMER): 47549 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/e7b29292-15c6-49e9-992e-4a598c8d69a6_20250109T20:11_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][NEUTRAL] Yes, hello. Good afternoon. My name is [PII]. I'm calling from Baptist Hospital of Miami trying to get benefits for a patient.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with your benefits today, [PII]. May I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Yes. Phone number is [PII], no extension. Policy number is 2175427.
[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] Yes. First name is um [PII]
[CUSTOMER][NEUTRAL] Last name is [PII] A. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. I am showing the policy is active. It's been effective since [PII]. And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Outpatient facility, please.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policy to populate here.
[AGENT][NEUTRAL] And for outpatient, we would pay up to $500 per calendar day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So in this, um,
[CUSTOMER][NEUTRAL] In this case, there's no amount used, correct?
[AGENT][NEUTRAL] Well, it's per day, so it resets each day.
[CUSTOMER][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] Give me just a second.
[AGENT][POSITIVE] Mhm. Take your time.
[CUSTOMER][NEUTRAL] You said 500.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. If I can have your name and a reference number for this call, please?
[AGENT][NEUTRAL] Sure, my name is [PII] The first initial to my last name is [PII], and there's no call reference number, but you can use my name and today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. You have a wonderful day.
[AGENT][POSITIVE] You also, and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.