AccountId: 011433970860
ContactId: e7ff9342-9952-4807-8527-9862409c49aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221940 ms
Total Talk Time (AGENT): 111234 ms
Total Talk Time (CUSTOMER): 72968 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/e7ff9342-9952-4807-8527-9862409c49aa_20250519T16:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, hi, um, this is [PII] calling from the surgery center of Fort Lauderdale, and I was calling to verify patients benefits.
[AGENT][NEUTRAL] OK, I can help you um with benefits, Ms [PII]. May I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] T
[CUSTOMER][NEUTRAL] OK, policy hold up.
[CUSTOMER][NEUTRAL] Coverage individual group.
[CUSTOMER][NEUTRAL] I see that was supposed to be a number on the APL card.
[AGENT][NEUTRAL] It may say inpatient or outpatient certificate number.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Oh, OK. Uh 1272923 ML 8.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, patient name is [PII]. If you need a date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. Let me pull her up real quick.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, I am showing that this policy for [PII].
[AGENT][NEUTRAL] is no longer active. Um, the policy did terminate on [PII].
[AGENT][NEUTRAL] And let me check.
[CUSTOMER][NEUTRAL] OK, when did it start?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Returned, OK.
[AGENT][NEUTRAL] But I do see an active policy for her. Let me give you that policy number.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK. It's 231.
[AGENT][NEUTRAL] 2676.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so that's the new policy number.
[AGENT][NEUTRAL] Yes, ma'am, and the effective date of this one is [PII].
[CUSTOMER][POSITIVE] OK, perfect, uh huh.
[AGENT][NEUTRAL] OK, and this is just to verify her benefits. It's not a guarantee of payment. She does have a supplemental insurance policy that's billed secondary to the primary.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This policy does help with deductible, co-pay, and co-insurance. She has an inpatient benefit amount per calendar year of $7900.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then she also has an outpatient benefit per calendar year of $4000.
[CUSTOMER][NEUTRAL] OK, a 4000 patient.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, alright, and has she uh used anything?
[AGENT][NEUTRAL] Let me look real quick.
[AGENT][NEUTRAL] For you
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me get you in.
[AGENT][NEUTRAL] It's gonna be just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She has only used $70 for the year of [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect for her alrighty and what was your name?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][POSITIVE] OK, thank you, [PII].
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Thank you for calling [PII]. I hope you have a wonderful week.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.