AccountId: 011433970860
ContactId: fb63b312-5739-43dd-ad9d-ae1d0c49c217
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169779 ms
Total Talk Time (AGENT): 86545 ms
Total Talk Time (CUSTOMER): 50252 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/fb63b312-5739-43dd-ad9d-ae1d0c49c217_20250331T16:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi Miss [PII], I was calling to get some help with verifying eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can you please give me your name, your callback number, and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII], last initial W South Miami Hospital.
[AGENT][NEUTRAL] OK, thank you very much and then what is the callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And can you please give me the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, policy number I have 1458877. Let me make sure, 1458877 and then we have [PII].
[CUSTOMER][NEUTRAL] Uh, [PII], 181074.
[AGENT][NEUTRAL] OK, let me look her up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I've got [PII] pulled up now. I do show that this policy for [PII] is no longer active. The policy terminated on [PII].
[AGENT][NEUTRAL] And uh she does have an active policy.
[AGENT][NEUTRAL] Um, OK, wait a minute, let me look at this real quick. It is the policy number.
[AGENT][NEUTRAL] Is
[AGENT][NEUTRAL] 258-514-4
[AGENT][NEUTRAL] And this is a supplemental insurance policy.
[AGENT][NEUTRAL] And she has an inpatient and this is just to verify benefits it's not a guarantee of payment she has an inpatient benefit amount of $4000 and an outpatient benefit amount of $4000 per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alrighty perfect and then a reference for the call.
[AGENT][NEUTRAL] Yes, ma'am. You can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Alrighty, thank you so much for your help today. You have a great day and stay safe.
[AGENT][NEUTRAL] You too, Ms. [PII]. Is there anything else I can help you with? Uh-huh.
[CUSTOMER][NEUTRAL] Miss. Sorry, what's, what's your, um, what's your last initial?
[AGENT][NEUTRAL] A
[CUSTOMER][POSITIVE] OK, perfect. Uh, no, that'll be all. Thanks so much for your help. You have a great day and stay safe. Thank you.
[AGENT][POSITIVE] You too, thank you and you have a good day too. Thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye