AccountId: 011433970860
ContactId: ff1c6834-2b91-45d5-b821-62f864ee0184
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147899 ms
Total Talk Time (AGENT): 50956 ms
Total Talk Time (CUSTOMER): 51352 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/ff1c6834-2b91-45d5-b821-62f864ee0184_20250318T20:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. I'm calling from Baptist South Miami Hospital. Um, I'm calling in regards to a mutual patient who's coming in for an urgent care visit, and I just wanted to see what their outpatient benefits would be.
[AGENT][NEUTRAL] OK, and give me your name again, please.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] [PII], what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] The policy number for the member is 0 outpatient benefit 0244.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 9587, M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] And what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, it's gonna be [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, that's [PII] and her date of birth is [PII].
[AGENT][POSITIVE] OK, thank you for that.
[AGENT][NEUTRAL] So I'm showing an effective date of [PII], and the policy is active at this time and we're looking for outpatient or urgent care benefit.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So the maximum outpatient benefit is up to $750.
[AGENT][NEUTRAL] This is per calendar day.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the information provided uh is verification, not a guarantee of payment. And did you have any other questions, [PII], I can help out with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] No, that would be all thank you so much [PII]. If I could just have a reference number for the call.
[AGENT][NEUTRAL] My name in today's date, [PII] and first initial last name is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much [PII] I appreciate it have a nice day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day.