AccountId: 011433970860
ContactId: f1592f4c-37f4-4f36-94df-55d68e7b9c72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131979 ms
Total Talk Time (AGENT): 46860 ms
Total Talk Time (CUSTOMER): 55430 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/f1592f4c-37f4-4f36-94df-55d68e7b9c72_20250425T14:50_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APM. My name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Uh, hi, good morning. Yes, um, I need to verify a gap insurance.
[AGENT][POSITIVE] I'd be happy to assist with eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Yes, and benefits, yes, uh, [PII].
[CUSTOMER][NEUTRAL] [PII]. I'm calling from Baptist Hospital of Miami.
[AGENT][POSITIVE] I'd be happy to assist [PII] and if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you for that.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Uh, it's 02353100 M.
[CUSTOMER][NEUTRAL] L 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh [PII]. [PII].
[AGENT][POSITIVE] Thank you for that.
[AGENT][NEUTRAL] Please be advised verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII].
[AGENT][NEUTRAL] And is this for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] For outpatient benefits.
[AGENT][NEUTRAL] OK, I do show the outpatient calendar year maximum is $2000.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is any accumulation?
[AGENT][NEUTRAL] No, she has the full amount available she hasn't used any benefits so far this year.
[CUSTOMER][NEUTRAL] Oh, OK, perfect. All right, can I have your name or a reference number for this phone call, please?
[AGENT][NEUTRAL] Reference is just my name [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] You say [PII] or [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. OK, and your initial is [PII] OK. All right.
[CUSTOMER][POSITIVE] Thank you. Have a nice day.
[AGENT][POSITIVE] Thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye bye bye.