AccountId: 011433970860
ContactId: efb00b10-3167-46bf-814d-b3dc4d441cb4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162619 ms
Total Talk Time (AGENT): 80258 ms
Total Talk Time (CUSTOMER): 58979 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/efb00b10-3167-46bf-814d-b3dc4d441cb4_20250416T19:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to verify benefits for a patient.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with benefits. Can I please get your callback number, ma'am, just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Mhm. [PII] option one.
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] I'm calling from South Miami Hospital.
[AGENT][NEUTRAL] OK. And then can I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, the policy number I have is 02331. I'm sorry, it is 02337170 M like Mike L like Larry 8.
[CUSTOMER][NEUTRAL] And then this is for [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[AGENT][NEUTRAL] Alright, I do show that um [PII] does have an active policy with us and her effective date is [PII], and this is just to verify her benefits. It's not a guarantee of payment. She has a supplemental insurance policy that helps with deductible, co-pay, and co-insurance.
[AGENT][NEUTRAL] She has an inpatient calendar year benefit amount of $4000 and an outpatient calendar year benefit amount of $1000.
[CUSTOMER][NEUTRAL] OK. And are you able to see that if she's used anything towards that um outpatient benefit?
[AGENT][POSITIVE] Yes, let me check for you real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEGATIVE] Nothing has been used for the year of [PII].
[CUSTOMER][NEUTRAL] Perfect. OK, then that would be it. Uh, if I could just get the initial of your last name?
[AGENT][NEUTRAL] That would be [PII], and you can use my name and today's date as your reference number.
[CUSTOMER][POSITIVE] Yeah, thank you. All right, perfect then that'll be it. I hope you have yourself a lovely rest of your day.
[AGENT][POSITIVE] You're very welcome.
[AGENT][POSITIVE] You too, Ms. [PII]. That's everything I can help you with today, right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, well, you have a wonderful [PII] and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.