AccountId: 011433970860
ContactId: 3161b8cc-da51-4cf0-8600-5faf6a88df59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206539 ms
Total Talk Time (AGENT): 69382 ms
Total Talk Time (CUSTOMER): 108886 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/3161b8cc-da51-4cf0-8600-5faf6a88df59_20250206T17:59_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, my name is [PII]. I'm calling from Broward Health, um, Hospital District in [PII]. Um, I have a, uh.
[CUSTOMER][NEUTRAL] Member on the line um that um stated that that you all are her um that that she has active insurance with you um and and um I can give you the ID number that she provided.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, [PII], what is that ID number?
[CUSTOMER][NEUTRAL] 017.
[CUSTOMER][NEUTRAL] 295.
[CUSTOMER][NEUTRAL] 98 N like Nancy.
[AGENT][POSITIVE] Thank you. And what is a good callback number in case we get disconnected, [PII]?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it is uh [PII].
[CUSTOMER][NEUTRAL] Um, and the date of birth is [PII].
[AGENT][POSITIVE] All right, thank you. And it would be my pleasure to assist you with eligibility and benefits if needed.
[AGENT][NEUTRAL] I am showing that [PII]'s policy is active.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The effect
[CUSTOMER][NEUTRAL] And what kind of plan is this?
[AGENT][NEUTRAL] This is a secondary policy to her primary insurance.
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] Um and you said,
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] I'm sorry to interrupt you. Go ahead. No, that was my, um, go ahead.
[AGENT][NEUTRAL] The effective date on the policy is [PII].
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] [PII], we have an account from [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Would that still be eligible for benefits?
[AGENT][NEGATIVE] It sure would if um there's no timely filing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry, say again.
[AGENT][NEGATIVE] There's no timely filing.
[CUSTOMER][POSITIVE] Oh great, great, awesome.
[CUSTOMER][NEUTRAL] Um, that's what she said. I just needed to verify that, OK, and what kind of plan is this?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] It is a secondary policy to her major medical insurance, and if you want, um, read you actually fax that claim with the
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] A claims department.
[CUSTOMER][NEUTRAL] Um, she gave me a fax number of let me see [PII], is that right?
[AGENT][NEUTRAL] That is correct, and that comes straight to our claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well, um, thank you so much for this information.
[AGENT][POSITIVE] It's been a pleasure to assist you with that eligibility, [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, I'm good. Yeah.
[AGENT][POSITIVE] Well, thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] That way, Broward Health specializes in cardiovascular care tailored to your individual needs because no two hearts.
[CUSTOMER][NEUTRAL] Mr. [PII].