AccountId: 011433970860
ContactId: 1bd935a6-cbf0-407c-8df5-68d3f79bef5e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302910 ms
Total Talk Time (AGENT): 142081 ms
Total Talk Time (CUSTOMER): 85776 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/1bd935a6-cbf0-407c-8df5-68d3f79bef5e_20250228T21:21_UTC.wav
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[CUSTOMER][POSITIVE] It'll be all I'm sorry.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, um, I'm needing to get benefits on a member.
[AGENT][NEUTRAL] OK, I can help you with benefits. May I please get your name, the facility you're calling from, and your contact number?
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] OK, your phone is breaking up a little bit, but my name is [PII].
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Can you hear me OK?
[AGENT][POSITIVE] Yes, ma'am, I can.
[CUSTOMER][NEUTRAL] OK, so the first name is [PII], it's [PII]
[CUSTOMER][NEUTRAL] First initial of my last name is [PII].
[AGENT][NEUTRAL] Thank you Miss [PII], and what is your call back number and the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] So I'm calling from Homestead Hospital and the callback number is [PII].
[AGENT][NEUTRAL] Thank you and then what is the name of the patient, the date of birth, and the policy number please?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And hold on a second, the policy number 02450236.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, and you're calling for eligibility, is that correct?
[CUSTOMER][POSITIVE] And benefits, yes I am.
[AGENT][NEUTRAL] And better OK alright I'm gonna put you on a.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold, I'm looking for the policy now.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, I've got it pulled up, so this policy.
[AGENT][NEUTRAL] Is no longer active policy.
[CUSTOMER][NEGATIVE] Your phone is breaking up.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] OK, let me see if I can fix that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, so on this policy for [PII], her this policy is no longer active. The policy lapsed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] I'm looking though to see if she has an active policy. She does have an active policy though it has a different number. Let me give you that number.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 259.
[CUSTOMER][NEUTRAL] Print that for him, uh huh.
[AGENT][NEUTRAL] 2592504.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the policy's effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this is just to verify benefits. It's not a guarantee of payment. She has a supplemental insurance policy. It's a gap insurance that is billed secondary. It helps with deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She has an inpatient calendar year benefit amount of $5000 and then she also has an outpatient calendar per calendar day benefit of $500.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 500. OK, has any of that been used?
[AGENT][NEUTRAL] For inpatient, is she going inpatient?
[CUSTOMER][NEUTRAL] Outpatient.
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] Outpatient it's it's 500 per calendar day.
[CUSTOMER][POSITIVE] Per day. OK, perfect, perfect. OK and do you have a group number group name?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] The group number is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 17143.
[AGENT][NEUTRAL] And it's uh South Florida Gel Ministries doing business as Agape Network.
[CUSTOMER][POSITIVE] Oh wow, you said South Florida one more time? I'm so sorry.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] South Florida Jail Ministries.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] And if I could just get your name and the reference number?
[AGENT][NEUTRAL] Yes ma'am, my name is [PII] and you can use my name and today's date for your reference.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK [PII], the first initial of your last name?
[AGENT][NEUTRAL] A
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help.
[AGENT][POSITIVE] You're very welcome, [PII]. Thank you for calling APL. I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Mm bye-bye.