AccountId: 011433970860
ContactId: f8d7c5ba-f0a3-41e2-aee1-3958d743ea77
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107059 ms
Total Talk Time (AGENT): 55737 ms
Total Talk Time (CUSTOMER): 37127 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/f8d7c5ba-f0a3-41e2-aee1-3958d743ea77_20250410T12:31_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Boca Regional pre-registration.
[CUSTOMER][NEUTRAL] Um, have a pay.
[AGENT][NEUTRAL] OK, you said your name is [PII]?
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] And you're calling for what type of information?
[CUSTOMER][NEUTRAL] Boca Regional Hospital.
[AGENT][NEUTRAL] And you're calling for what?
[CUSTOMER][NEUTRAL] And just a second
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Secondary on a patient.
[AGENT][NEUTRAL] So are you needing benefit information?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, outpatient facility and what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] It's 0215329.
[CUSTOMER][NEUTRAL] 2 ML
[CUSTOMER][NEUTRAL] 8.
[AGENT][POSITIVE] OK, thank you and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] You said your name was [PII]?
[AGENT][NEUTRAL] [PII], and you'll use my name in today's date as reference for today's call and [PII], can you verify the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[CUSTOMER][NEUTRAL] And the birthday is [PII].
[AGENT][NEUTRAL] Alright, thank you. So I have the effective date and benefit information for you. I'm showing an effective date of [PII]. This policy is active at this time and the maximum outpatient benefit is up to $1000. That's per calendar day, and any information provided is verification, not a guarantee of payment. And did you have any other questions?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, ma'am, thank you so much.
[AGENT][POSITIVE] Oh, you're welcome, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye bye.