AccountId: 011433970860
ContactId: 463cfe99-7c0a-4014-a325-d0cf84f95a9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246630 ms
Total Talk Time (AGENT): 84760 ms
Total Talk Time (CUSTOMER): 74792 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/463cfe99-7c0a-4014-a325-d0cf84f95a9a_20250128T14:10_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, good morning. I'm trying um to verify the insurance for a patient.
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] [PII] calling from University of Miami.
[AGENT][NEUTRAL] OK, and you're needing eligibility and benefits?
[CUSTOMER][NEUTRAL] Please
[AGENT][NEUTRAL] OK, and is this for is it outpatient facility? I think that's what I heard you say. OK.
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] I have 01659149 M as in Mary, L as in Larry, number 8.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you give me one moment OK?
[CUSTOMER][POSITIVE] Yeah, for sure. Thank you.
[AGENT][NEUTRAL] And [PII], what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mr. [PII], [PII].
[AGENT][POSITIVE] OK, thank you for that information.
[CUSTOMER][POSITIVE] No problem. Thank you.
[AGENT][NEUTRAL] Let me give you the current policy number.
[CUSTOMER][POSITIVE] OK. I'm ready.
[AGENT][NEUTRAL] It's 250.
[AGENT][NEUTRAL] 566 7.
[CUSTOMER][NEUTRAL] 4052.
[AGENT][NEUTRAL] 250-56667.
[AGENT][NEUTRAL] The policy effective date is [PII].
[AGENT][NEUTRAL] And the policy is active at this time.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is this for a future service?
[CUSTOMER][NEUTRAL] Uh, patient is gonna be coming to see, uh.
[CUSTOMER][NEUTRAL] a psychiatrist.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you guys have to cover mental health issues.
[AGENT][NEUTRAL] OK, so I actually show that this policy is, is gonna, it's, it actually turned the end of [PII], so they do not have active coverage.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Thank you so much for that information. I'll go ahead and terminate that. And um you don't happen to have any information as for the primary insurance, would you?
[AGENT][NEUTRAL] For the primary?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, I don't, since this policy is not active anymore, um, the patient should have that information if there's a primary insurance company involved.
[CUSTOMER][NEUTRAL] OK, yeah, I've, I've been trying to reach her and I'm like pretty much just calling PCPs and everything which other that we have on file.
[AGENT][NEUTRAL] Let me see. Give me, give me a, give me a second.
[CUSTOMER][POSITIVE] Yeah, no problem. Thank you so much.
[AGENT][NEUTRAL] Uh, when the policy was active, it could be Cigna.
[CUSTOMER][POSITIVE] You're very active too. OK, no problem. I'll, I'll go ahead and try to reach the patient again. Um, thank you so much for your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, you're welcome, [PII]. Anything else I can help out with today?
[CUSTOMER][POSITIVE] No, that will be all for now I appreciate it.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] Oh, goodbye.