AccountId: 011433970860
ContactId: 3bf740c6-8908-4a1d-81bf-fd085bf3abc8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169179 ms
Total Talk Time (AGENT): 87312 ms
Total Talk Time (CUSTOMER): 45436 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/3bf740c6-8908-4a1d-81bf-fd085bf3abc8_20250508T17:45_UTC.wav
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[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 to get benefits and eligibility on a patient please.
[AGENT][NEUTRAL] OK, Miss [PII], I can give you eligibility and benefits. Um, may I please get your callback number, ma'am, just in case all gets dropped?
[CUSTOMER][NEUTRAL] Sure, not a problem, [PII].
[AGENT][NEUTRAL] Thank you. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, let's see here, sorry, um, patience.
[CUSTOMER][NEUTRAL] Policy number that I have on file is 02255738 M like Mary L like Larry 8.
[AGENT][NEUTRAL] OK, and what is the member's name and date of birth, please?
[CUSTOMER][NEUTRAL] Member's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and what's the name of the facility you're calling for Ms. [PII]?
[CUSTOMER][NEUTRAL] Diagnostic Center of Miami.
[AGENT][NEUTRAL] OK, I'm gonna put you, well, it's not gonna be on a hold. I'm going to look up this policy real quick.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Sure, not a problem.
[AGENT][NEUTRAL] OK, and I do show that the member does have an active policy with us. The effective date of the policy is [PII].
[AGENT][POSITIVE] And everything is current and active.
[AGENT][NEUTRAL] Uh, this is just to verify benefits. It's not a guarantee of payment. This is a supplemental insurance policy that's billed secondary to the primary. It helps with deductible, co-pay and co-insurance.
[AGENT][NEUTRAL] The patient has an inpatient benefit amount per calendar year of $1000 and then they also have an outpatient calendar year benefit amount of $1000 to help with deductible copay coinsurance.
[CUSTOMER][NEUTRAL] And of that $1000 for the outpatient, has anything been met as of yet?
[AGENT][NEUTRAL] Let me check for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] No ma'am, nothing's been used for [PII].
[CUSTOMER][POSITIVE] Perfect and I'm sorry your name was again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] [PII], thank you so much, [PII] for your help. That would actually be all have a wonderful day.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a great day also and thanks for calling APL.
[CUSTOMER][NEUTRAL] Goodbye.
[AGENT][NEUTRAL] Mhm. Bye-bye, ma'am.