AccountId: 011433970860
ContactId: 046245db-2bd5-46a4-bc2a-fc02d5f10a9e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168220 ms
Total Talk Time (AGENT): 63620 ms
Total Talk Time (CUSTOMER): 61098 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/046245db-2bd5-46a4-bc2a-fc02d5f10a9e_20250123T20:19_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon. I'm calling on behalf of Homestead Florida. Uh, I'm calling to get verification of eligibility for a patient. Uh, patient's name is [PII].
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the eligibility. May I first have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII], and my contact phone number is [PII].
[AGENT][NEUTRAL] Thank you for that, and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, the policy number I have is 018.
[CUSTOMER][NEUTRAL] 931
[CUSTOMER][NEUTRAL] 36 M as in Michael, L as in Lima, and the number 8.
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and you've already given me the member's first and last name. Can you verify the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that, and I am showing the policy is active, it has been effective since [PII].
[CUSTOMER][NEUTRAL] And what is the group name on the policy?
[AGENT][NEUTRAL] Um dol, D O R A L.
[AGENT][NEUTRAL] Automotive Group.
[CUSTOMER][NEUTRAL] Dorell Automotive Group.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And the group number?
[AGENT][NEUTRAL] It's 242-31.
[CUSTOMER][NEUTRAL] Very well, and your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] All righty, and for an emergency room visit.
[CUSTOMER][NEUTRAL] Do you have like the uh benefits for that?
[AGENT][NEUTRAL] Um, hold on one moment for emergency room.
[AGENT][NEUTRAL] That will be under outpatient, so the policy will pay up to $1500 per calendar year. Did you want me to see if any has been used for this year?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that won't be necessary. Did you say 1500 per year?
[AGENT][NEUTRAL] For the calendar year, yes.
[CUSTOMER][POSITIVE] Alrighty, excellent. I thank you for your time today.
[AGENT][POSITIVE] You're very welcome. Was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] No ma'am, that'll be all thank you.
[AGENT][POSITIVE] Alrighty, [PII], well thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][NEUTRAL] Bye-bye.