AccountId: 011433970860
ContactId: 55b8648f-a100-4da2-8f4b-d6883cd350f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 469290 ms
Total Talk Time (AGENT): 155016 ms
Total Talk Time (CUSTOMER): 225042 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/55b8648f-a100-4da2-8f4b-d6883cd350f4_20250130T15:33_UTC.wav
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[AGENT][POSITIVE] Good Afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'm calling from Memorial Health Care System. How are you?
[AGENT][POSITIVE] I'm doing well, [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] Good, thank you. Um, I'm just calling to verify eligibility for a patient that we have admitted to one of our hospitals.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. And we, I'm sorry, [PII], what is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII], and the policy number for the patient.
[CUSTOMER][NEUTRAL] 01480064 M as in Mary L7.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][POSITIVE] Alright, thank you, and it would be my pleasure to assist you with eligibility and benefits for [PII].
[AGENT][NEUTRAL] I am showing that [PII]'s policy is active as of [PII].
[AGENT][NEUTRAL] And this is a secondary policy to his major to the policyholder's major medical. Are you needing specific benefits?
[CUSTOMER][POSITIVE] Uh yes, if I could just ask you a few quick questions if you don't mind.
[AGENT][POSITIVE] Sure, not a problem.
[CUSTOMER][NEUTRAL] Um, so he's, he is the subscriber on the policy, correct?
[AGENT][NEUTRAL] [PII] is a dependent.
[CUSTOMER][NEUTRAL] OK, um, a spouse?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and [PII] is the um policy holder?
[AGENT][NEUTRAL] She is.
[CUSTOMER][NEUTRAL] [PII], OK, um, alright, let me change that, um, wife.
[CUSTOMER][NEUTRAL] OK, um, and then I have his name is [PII]. Do you have like a middle name or anything for him?
[AGENT][NEUTRAL] We do not.
[CUSTOMER][NEUTRAL] OK, um, and then there's no like group name or group number on this, correct?
[AGENT][NEUTRAL] I can give you the group name and number for this policy, the group number is 21252.
[CUSTOMER][POSITIVE] Sure that'd be great.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the group name is Broward.
[AGENT][NEUTRAL] Palm Beaches.
[AGENT][NEUTRAL] And St. Louis C Realtors.
[CUSTOMER][NEUTRAL] Saint Louis, C like cat.
[AGENT][NEUTRAL] Saint Lucie.
[CUSTOMER][NEUTRAL] Or or
[CUSTOMER][NEUTRAL] Oh, Saint Lucy.
[AGENT][POSITIVE] Yeah, I apologize.
[CUSTOMER][NEUTRAL] Saint Lucy Realtors you said?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][POSITIVE] Yeah, that's, that's a mouthful.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Didn't really like all those letters. Let me see if I can do that. No that'll work alright, um, perfect. And do you happen to know if he's gonna require any kind of authorization for you guys for his hospital stay? He's admitted outpatient.
[AGENT][NEUTRAL] OK, so we are secondary to [PII]'s major medical policy and authorization is not required.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright perfect um and I do have one more patient with this coverage. Do you mind if we do that patient as well?
[AGENT][POSITIVE] Oh, it would be my pleasure. Bear with me just one second, let me notate this account and then we will move on.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, is there a separate reference number for this call?
[AGENT][NEUTRAL] The reference number is gonna be my name and today's date for the whole call.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And I am ready for the next policy number whenever you are.
[CUSTOMER][NEUTRAL] Alright, let me pull him up.
[CUSTOMER][NEUTRAL] And let me, um, yes.
[CUSTOMER][POSITIVE] You are OK um.
[CUSTOMER][NEUTRAL] Have 02473404 M as in Mary L 8.
[AGENT][NEUTRAL] And that patient's name and date of birth? Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] For rough.
[CUSTOMER][NEUTRAL] No, no, it's OK, no worries, uh, [PII] date of birth is June.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] And [PII], his policy is active. Effective date is [PII], and this is also a secondary policy to the policyholder's major medical.
[CUSTOMER][NEUTRAL] OK, 4.
[CUSTOMER][NEUTRAL] Coverage was built on a [PII]. OK, so it doesn't want me, alright, hold on, um.
[CUSTOMER][NEUTRAL] Act is [PII].
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] 8423 84 my computer's just giving me a flag. OK um alright and then you also have his name as [PII], no middle name or anything?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and he's a dependent as well?
[AGENT][NEUTRAL] He is. Mhm.
[CUSTOMER][NEUTRAL] OK, I have to change that dependent.
[CUSTOMER][NEUTRAL] Child, child.
[CUSTOMER][NEUTRAL] And who's his um policy holder?
[AGENT][NEUTRAL] I am not able to disclose information. If you do you happen to have it, the name?
[CUSTOMER][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] I can verify. I just can't disclose it.
[CUSTOMER][NEUTRAL] I have [PII] as the mom.
[AGENT][NEUTRAL] It's actually looks like it's gonna be the dad.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Dad, let me see if I can find him.
[CUSTOMER][NEUTRAL] Um, no, that's the.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't know, let me see.
[CUSTOMER][NEUTRAL] Let's try this.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Correct, that's the policyholder.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll have to find his date of birth in here somewhere, right, um.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Subscriber, OK, sorry, um, and then the group name and group number for this one?
[AGENT][NEUTRAL] The group name and number is.
[AGENT][NEUTRAL] The name is Nova Southeastern University.
[AGENT][NEUTRAL] And the group number is 23143.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, perfect. I think that was it um [PII] alright and then [PII], how do you spell your name?
[AGENT][NEUTRAL] [PII], first initial last name, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much for your help I appreciate it.
[AGENT][POSITIVE] Well, [PII], it's been a pleasure to, yeah, go ahead.
[CUSTOMER][NEUTRAL] Oh, and then this
[CUSTOMER][NEUTRAL] I'm so sorry, the second patient that we just did for [PII], he also does not require an off. It's the same thing, correct?
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] That is correct, correct.
[CUSTOMER][NEUTRAL] Alright, OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] It's been my pleasure to assist you with that eligibility, [PII]. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.