AccountId: 011433970860
ContactId: 1ef0c967-fed4-410f-b2e5-31edd6596abf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 391899 ms
Total Talk Time (AGENT): 146531 ms
Total Talk Time (CUSTOMER): 126536 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/1ef0c967-fed4-410f-b2e5-31edd6596abf_20250408T14:27_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Fort Lauderdale Behavioral Health Center's business office. How are you?
[AGENT][POSITIVE] I'm doing good Miss [PII]. How are you doing today?
[CUSTOMER][POSITIVE] I'm well, thank you. I'm calling for um eligibility and benefits on a member.
[AGENT][POSITIVE] OK, Ms. [PII], I can help you with eligibility and benefits. First, can I please get your uh callback number just in case our call is disconnected, I'll be able to call you back.
[CUSTOMER][NEUTRAL] Yes, that's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] So I do not have the policy number. I have the name and date of birth though. Are you able to help with that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] Um, [PII] is the first name.
[CUSTOMER][NEUTRAL] [PII] maybe?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. OK. And then what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and do you have [PII]'s social?
[CUSTOMER][NEUTRAL] I do not have the social. Let me see something.
[AGENT][NEUTRAL] OK, let me see if I can find it by the name.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I think I found her, him, sorry, him.
[CUSTOMER][NEUTRAL] Yeah, yeah, OK.
[AGENT][NEUTRAL] OK, all right, um, and he does have an active policy. The effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is uh just to verify benefits it's not a guar.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Amount, I'm sorry, um, it's a supplemental policy that helps with deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] He has an inpatient benefit amount per occurrence of $5000.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then, uh,
[AGENT][NEUTRAL] He also has, let me see if he has outpatient.
[AGENT][NEUTRAL] OK, he does
[CUSTOMER][NEUTRAL] I'm not, I'm not hearing you keep breaking up.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Yes, I can hear you now.
[AGENT][NEUTRAL] OK, OK, so the outpatient per occurrence um.
[AGENT][NEUTRAL] Benefit was $500.
[CUSTOMER][NEUTRAL] When you, when you say per occurrence, does that mean that the bill has to surpass that? Is that what I'm understanding?
[AGENT][NEUTRAL] No, he has $500 that goes towards deductible, co-pay or co-insurance, and that's per occurrence and occurrence, uh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is per time that he has to use it.
[CUSTOMER][NEUTRAL] Oh, OK, I understand. OK, so, um, therefore, um.
[CUSTOMER][NEUTRAL] I can put it as a secondary. OK, um, may I please have the policy number?
[AGENT][NEUTRAL] Yes, ma'am. The policy number is 2273152.
[CUSTOMER][NEUTRAL] 227-315-2
[AGENT][NEUTRAL] 227-315-2. Yes, ma'am.
[CUSTOMER][NEUTRAL] And may I please have the um claims address?
[AGENT][NEUTRAL] Yes, the claims address is [PII].
[AGENT][NEUTRAL] 950
[AGENT][NEUTRAL] That's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][POSITIVE] Awesome, perfect, thank you so much. I really appreciate it. Um, uh, may I have the payer ID as well actually.
[AGENT][NEUTRAL] We have a payer ID number too if you would like it.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Oh, that is 60801.
[CUSTOMER][POSITIVE] Awesome. OK, thank you so much. I really appreciate your help. Um, may I just have the
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] May I just have the spelling of your name and a reference number?
[AGENT][NEUTRAL] Yes ma'am, it's my name [PII] and today's date.
[CUSTOMER][NEUTRAL] And what's your last initial [PII]?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Oh, did you get that?
[CUSTOMER][NEUTRAL] Sorry? No, I didn't hear you. I'm sorry.
[AGENT][NEUTRAL] It's, yes, my name.
[AGENT][NEUTRAL] It's my name and today's date, [PII]
[CUSTOMER][NEUTRAL] May I have your last initial?
[AGENT][NEUTRAL] A
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. Have a wonderful day.
[AGENT][POSITIVE] You too, Ms. [PII]. I hope you have a blessed one and thanks for calling APL.
[CUSTOMER][POSITIVE] You too thank you bye bye
[AGENT][NEUTRAL] Bye-bye.