AccountId: 011433970860
ContactId: ed30399b-3d2e-493d-a9ad-35920adc91a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138600 ms
Total Talk Time (AGENT): 41175 ms
Total Talk Time (CUSTOMER): 53901 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/ed30399b-3d2e-493d-a9ad-35920adc91a7_20250611T20:58_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. My name is [PII]. I'm calling from South Miami Hospital to check a patient's outpatient benefits for an urgent care visit.
[AGENT][POSITIVE] OK, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, [PII] and that is a direct line.
[AGENT][NEUTRAL] OK, thank you. And the policy number for that patient?
[CUSTOMER][NEUTRAL] It's 01740494, M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] Patient name and date of birth.
[CUSTOMER][NEUTRAL] And the patient's date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you said outpatient urgent care, is that correct?
[CUSTOMER][NEUTRAL] Yeah, yes, ma'am.
[AGENT][NEUTRAL] Uh, it looks like your policy is active and effective. [PII]. Let me get that policy pulled up real quick.
[AGENT][NEUTRAL] This is not a guarantee of payment. It's a basic outline of the policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, so looks like for her policy, it's $1250 payable per calendar year per covered person.
[CUSTOMER][NEUTRAL] OK perfect and has she met any of that amount yet?
[AGENT][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] Uh, no, she's not used to any of that.
[CUSTOMER][POSITIVE] OK, thank you so much I appreciate it.
[AGENT][NEUTRAL] OK. Anything else I can help with just?
[CUSTOMER][NEUTRAL] Is there a reference number?
[AGENT][NEUTRAL] Uh, just my name and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much [PII] that's all I needed thank you so much. Have a nice day.
[AGENT][POSITIVE] Thank you for calling APL. You have a good evening. Bye bye.