AccountId: 011433970860
ContactId: f7a146e6-4e07-40ed-84a0-07ec71b62351
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117510 ms
Total Talk Time (AGENT): 54446 ms
Total Talk Time (CUSTOMER): 49732 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/f7a146e6-4e07-40ed-84a0-07ec71b62351_20250306T18:15_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from South Miami Hospital. I wanted to verify eligibility and benefits for a gap insurance.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you. And your name is again? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] 02517189 M as in Mike L as in Lima and the number 8.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh [PII], date of birth [PII].
[AGENT][NEUTRAL] OK, I show her effective date is [PII]. Policy is active. And what benefits you're needing for this patient?
[CUSTOMER][NEUTRAL] Um, she's coming in for, uh, inpatient at the hospital for the inpatient benefit.
[AGENT][NEUTRAL] OK, inpatient. OK. Um, not a guarantee of payment, just verification of coverage. With this policy, we are secondary. We have with the primary insurance deductible, co-pay and or co-insurance, and they have an inpatient benefit max of up to $2000 per confinement.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright perfect and that was it. OK, perfect, thank you so much. Um, actually, let me, no, I have it. OK, thank you so much for your help, [PII]. I was checking to see if I have the group number.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] OK, good. Well, thank you. You too. Thanks for calling APL. Bye.
[CUSTOMER][POSITIVE] Alright thank you have a good day.
[CUSTOMER][POSITIVE] Thank you bye bye.