AccountId: 011433970860
ContactId: 5edeb9ae-f9a4-4615-880b-8cb0ab939b95
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156720 ms
Total Talk Time (AGENT): 73478 ms
Total Talk Time (CUSTOMER): 74674 ms
Interruptions: 3
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/5edeb9ae-f9a4-4615-880b-8cb0ab939b95_20250625T13:51_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, good morning. My name is [PII]. I'm calling from Back the Hospital Miami. We had a patient admitted your secondary to Cigna. We need to check it that the uh the policy is still active and if we need to get any type of authorization.
[AGENT][NEUTRAL] Sure, I can assist you with that. Could you provide me with the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Last initial I.
[CUSTOMER][NEUTRAL] My callback number is [PII]. And how do you spell yours?
[AGENT][NEUTRAL] My name is [PII], and the first initial of my last name is [PII], and today's date is a callback number along with my name because we don't provide references at the end of the call.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the policy number of the member that you're calling to verify benefits and eligibility for today [PII]?
[CUSTOMER][NEUTRAL] 02618797
[CUSTOMER][NEUTRAL] How's your Wednesday going? Middle of the week?
[AGENT][NEUTRAL] Could you verify that?
[AGENT][POSITIVE] Um, it's going good. It's almost over. Today is Wednesday. It's almost over. I have no complaint, no complaints at all. How's yours?
[CUSTOMER][NEUTRAL] I know. Yeah, the week.
[CUSTOMER][NEUTRAL] I, I know the week is going fast and the month and almost at the end of this year, but.
[AGENT][NEUTRAL] Yes, almost the, the [PII] again.
[CUSTOMER][NEUTRAL] The pension, yes. I know. OK, Depe say is [PII], [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So this policy has been active since [PII] and it's currently active.
[AGENT][NEUTRAL] And the member has outpatient, I'm sorry, inpatient benefits of $3000 per calendar year, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] Oh, OK. The, we don't need to get any type of authorization because you are secondary to Sinna.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Just submit, make sure when the claim is submitted, it's submitted along with the EOB from Cigna.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK dokey.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] Mhm. Oh, thank you. I appreciate it. Have a wonderful day and rest of the week.
[AGENT][POSITIVE] Thank you, Miss [PII]. You do the same. Thanks for calling APL and I enjoyed speaking with you. Goodbye.
[CUSTOMER][NEUTRAL] Mm mm bye bye.
[CUSTOMER][NEUTRAL] You too bye bye