AccountId: 011433970860
ContactId: ecdec8d8-fe20-4a54-aac9-cdc19b4c2613
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179940 ms
Total Talk Time (AGENT): 43266 ms
Total Talk Time (CUSTOMER): 68853 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/ecdec8d8-fe20-4a54-aac9-cdc19b4c2613_20250305T20:00_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling today from South Miami Hospital just to verify eligibility for a patient.
[AGENT][POSITIVE] OK, I'll be happy to assist with eligibility. OK, and if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] My direct line is [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 02172855 ML 8
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] and her date of birth is [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].
[AGENT][NEUTRAL] And are you calling for inpatient?
[CUSTOMER][NEUTRAL] And is she the main policy holder?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] Yes, uh, she, it was an outpatient procedure. This is a pathology account.
[AGENT][NEUTRAL] I'm showing the outpatient per day maximum is $3000.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And [PII] just for documenting, can I also get the first initial of your last name?
[AGENT][NEUTRAL] [PII], was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] No, that was it for me, [PII]. Actually, hold on just a second. I, I have another account. Let me just make sure it's not an APL before I let you off the line.
[CUSTOMER][NEUTRAL] If you don't mind.
[CUSTOMER][NEUTRAL] That's when you wanna go fast, you go slow.
[CUSTOMER][NEUTRAL] Actually I have one more if you don't mind.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] Policy number for this patient is.
[CUSTOMER][NEUTRAL] 01851218 ML 8
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. His date of birth is uh [PII].
[AGENT][NEUTRAL] OK, I'm showing this policy term [PII].
[CUSTOMER][POSITIVE] OK perfect I'll make that comment as well thank you so much for your help today.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye.