AccountId: 011433970860
ContactId: e9e8cdb7-b57b-479e-9164-3f742223ca4b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187750 ms
Total Talk Time (AGENT): 85612 ms
Total Talk Time (CUSTOMER): 35941 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/e9e8cdb7-b57b-479e-9164-3f742223ca4b_20250106T19:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], I'm calling from South Miami Hospital to verify benefits for our patients.
[AGENT][POSITIVE] OK, happy to check on benefits for you today. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] 01631897ML8
[AGENT][POSITIVE] Alright, thank you for that. Let me pull this up here.
[AGENT][NEUTRAL] And if I could get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Alright, thank you for that. Let's see.
[AGENT][NEUTRAL] OK, so looks like the member does have an active plan with us. It is under a different policy number. Do you need that?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, so the active policy is going to be under 02123377.
[AGENT][NEUTRAL] And the effective date on this is [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] And how much do they have maximum for outpatient benefits?
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] Alright, so it looks like the outpatient benefit on this plan for the calendar year is a max of $2000.
[CUSTOMER][NEUTRAL] And then he has remaining the 2000.
[AGENT][NEUTRAL] Yeah, let's see, I'm pretty sure they probably haven't used anything, but let me just double check here one second.
[AGENT][NEGATIVE] Yeah it looks like they have the full amount for the rest of the calendar year. Nothing's been used.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] is there a reference number for the call?
[AGENT][NEUTRAL] Yeah, absolutely. Call reference is my name with my last initial and then today's date. My name again is [PII] spelled [PII] The last initial to my name is [PII].
[CUSTOMER][NEUTRAL] OK, and you said today's date?
[AGENT][NEUTRAL] Uh-huh, yes, ma'am.
[CUSTOMER][POSITIVE] Thank you so much. Have a great day.
[AGENT][POSITIVE] You're welcome. You too. Thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye.