AccountId: 011433970860
ContactId: 04b57f5b-7ba5-4eea-8dfe-91a12b800696
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117029 ms
Total Talk Time (AGENT): 49450 ms
Total Talk Time (CUSTOMER): 40510 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/04b57f5b-7ba5-4eea-8dfe-91a12b800696_20250620T14:25_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] calling from All Florida Orthopedic. I'm trying to see if this patient is active.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] Uh yes, it's [PII] Callback number is [PII].
[AGENT][POSITIVE] Thank you. And what's repeat that number again one more time.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what's the policy number of the member that you're calling to verify benefits and eligibility for?
[CUSTOMER][NEUTRAL] Uh yes, policy is 021-80470M as in Mary, L as in Lima, the number 8.
[AGENT][NEUTRAL] Thank you, [PII]. Can I have that member's name and date of birth?
[CUSTOMER][NEUTRAL] Um, yes, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] You're calling to verify benefits and eligibility for what place of service?
[CUSTOMER][NEUTRAL] A specialist office visit?
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active.
[AGENT][NEUTRAL] And the member's policy does not cover the office visit itself, however, the treatment received in the office falls under his outpatient benefits.
[AGENT][NEUTRAL] Of $1000 per calendar year and this is not a guaranteed benefits just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] There's no, there's no offer required, is that correct?
[AGENT][NEUTRAL] No, ma'am, this is the gap insurance.
[CUSTOMER][NEGATIVE] Gotcha.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] Uh, that was it, [PII], thank you.
[AGENT][POSITIVE] You're welcome thanks for calling APL and you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thanks. Goodbye.