AccountId: 011433970860
ContactId: ef17bac5-7584-46f5-84d1-6b8eae2a0959
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155270 ms
Total Talk Time (AGENT): 73192 ms
Total Talk Time (CUSTOMER): 48413 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/ef17bac5-7584-46f5-84d1-6b8eae2a0959_20250409T15:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, um, I'm calling to verify an outpatient benefit, um, for a patient.
[AGENT][NEUTRAL] OK, I can help you with benefits. May I please get your name, your callback number, and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Name is [PII]. Last initial is [PII]. Callback number is [PII], and I'm calling from the University of Miami Hospital.
[AGENT][POSITIVE] OK, thank you so much. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] That's [PII]. Date of birth is [PII]. Policy number is 01611875. M as in Mary, L as in Lima 7.
[AGENT][POSITIVE] OK, thank you very much. Let me pull that policy in real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and her effective date is [PII].
[AGENT][NEUTRAL] And this is just to verify her benefits. It's not a guarantee of payment. This is a.
[AGENT][NEUTRAL] Excuse me, this is a supplemental policy, um, that's billed secondary to the primary. It helps with deductible, co-pay and co-insurance. She has an outpatient calendar year benefit amount of $1500.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Has anything been accumulated?
[AGENT][NEUTRAL] Let me check it for you real quick.
[AGENT][NEUTRAL] She's used $150.
[AGENT][NEUTRAL] Oh right now, yeah, 150, yes.
[CUSTOMER][POSITIVE] 150. OK, perfect.
[CUSTOMER][NEUTRAL] OK, perfect. And if I could just have your last initial and a reference number if possible.
[AGENT][NEUTRAL] My last initial is [PII] and your reference can be my name and today's date.
[CUSTOMER][POSITIVE] OK, perfect, [PII]. Thank you so much for your assistance. I hope you have a great day and enjoy the rest of your week.
[AGENT][POSITIVE] Yes, thank you so much you too, [PII]. I hope you have a blessed one thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye bye.
[AGENT][NEUTRAL] Bye-bye.