AccountId: 011433970860
ContactId: 1d25ad47-8326-4324-b884-2d880cc65346
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140100 ms
Total Talk Time (AGENT): 58152 ms
Total Talk Time (CUSTOMER): 66650 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/1d25ad47-8326-4324-b884-2d880cc65346_20250521T19:29_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Hi, I'm calling from Homestead Diagnostic Center. Um, it's in regards to checking the eligibility of the insurance.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and your name is?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] It is 01611522 ML8.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][NEUTRAL] Thank you. And Ms. [PII], uh verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, the name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. I'm showing his effective date is [PII] and he is active on the policy.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK perfect um is there a certain amount that he hasn't met yet or hasn't met any yet?
[AGENT][NEUTRAL] For what benefits are you needing?
[CUSTOMER][NEUTRAL] Or how does that work?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, see.
[CUSTOMER][NEUTRAL] Um, yeah, like the outpatient.
[AGENT][NEUTRAL] OK, let's see, um, not a guarantee of payment, just the verification coverage for outpatient, he has a benefit max up to 1500 per calendar year, and I do not show he's used any benefits for this year, so it is available.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. OK, because he does have um a primary insurance so I just wanna make sure that this one's gonna back him up.
[AGENT][NEUTRAL] This is secondary.
[CUSTOMER][NEUTRAL] This is the secondary perfect OK and you said he's been active since, uh, you said [PII]?
[AGENT][NEUTRAL] Uh, [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I'm just making sure, OK.
[CUSTOMER][POSITIVE] All right well thank you very much.
[AGENT][POSITIVE] Alright, you're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mm bye.