AccountId: 011433970860
ContactId: fdb9255b-5b3d-40c2-87c2-f615e03a0917
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133039 ms
Total Talk Time (AGENT): 67467 ms
Total Talk Time (CUSTOMER): 48808 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/fdb9255b-5b3d-40c2-87c2-f615e03a0917_20250217T14:18_UTC.wav
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[AGENT][NEUTRAL] Contacting APO, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, good morning. Um, I'm, my name is [PII]. I'm calling from the University of Miami to verify patients out um outpatient benefits.
[AGENT][POSITIVE] Good morning.
[AGENT][NEUTRAL] I can help with benefits. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Yes, so that would be, give me one second.
[CUSTOMER][NEUTRAL] So it's 02504.
[CUSTOMER][NEUTRAL] 896 and then the letter M, the letter L and 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Name is [PII] and date of birth is [PII].
[AGENT][POSITIVE] I do appreciate that. Thank you. Is there um I just need a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you so much. Now, it looks like the policy went into effect on [PII]. It is active. So for outpatient benefits, um, outpatient hospital, urgent care, ER, that sort of thing, we will pick up the deductible, co-payment or co-insurance up to $6000 per calendar year. Uh, that is just a verification of the benefits, not a guarantee of payment.
[AGENT][NEUTRAL] Um, and we are the secondary insurance, so we don't need any pre-authorization or anything like that, but that is what the policy, uh, does. That's the, the, the basic amount.
[CUSTOMER][NEUTRAL] OK. And does she have any accumulation?
[AGENT][NEUTRAL] Well, for the calendar year [PII], she's not used any of her benefits, so that entire $6000 should be available.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much. um, if I can just have your last initial and a reference number if possible.
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that today's date as a reference. Is there anything else at all that I can tell you about the secondary or gap insurance?
[CUSTOMER][POSITIVE] No, thank you so much for your assistance. I hope you have a great day and enjoy your week.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thanks for contacting ATL.