AccountId: 011433970860
ContactId: 62c4dad3-8a91-4330-91d8-7708b746cf58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298839 ms
Total Talk Time (AGENT): 128141 ms
Total Talk Time (CUSTOMER): 62562 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/62c4dad3-8a91-4330-91d8-7708b746cf58_20250514T20:19_UTC.wav
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[CUSTOMER][NEUTRAL] You're printing out?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] hello?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling for benefits and eligibility, please.
[AGENT][NEUTRAL] OK, I can help you with both benefits and eligibility. May I please get your name and your callback number?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And callback number is [PII].
[CUSTOMER][NEUTRAL] I'm sorry, you said your name is?
[AGENT][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] And Miss [PII], what is um the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] South Florida EMT Associates.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then may I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, um, it's gonna be.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, and Miss [PII]'s?
[AGENT][NEUTRAL] Um, policy number, please.
[CUSTOMER][NEUTRAL] I'm sorry, you said what?
[AGENT][NEUTRAL] Ms. [PII]'s policy number, please?
[CUSTOMER][NEUTRAL] Yes, of course. The policy number of the, of the patient is gonna be.
[CUSTOMER][NEUTRAL] 02003102 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] OK, let me pull her up real quick.
[AGENT][NEUTRAL] Alright, I do show that [PII] does have an active policy. The effective date of the policy is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is to verify her benefits. It's not a guarantee of payment. She does have a supplemental insurance policy that's secondary to the primary.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] The policy helps with deductible, co-pay, and co-insurance.
[AGENT][NEUTRAL] She has an inpatient uh.
[AGENT][NEUTRAL] Benefit amount of $7350.
[AGENT][NEUTRAL] Our calendar year.
[AGENT][NEUTRAL] And then she also has an outpatient calendar year benefit of the same amount of $7350 go towards deductible, co-pay, or co-insurance.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 7350?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And how much has been accumulated?
[AGENT][NEUTRAL] Let me look for you real quick.
[CUSTOMER][NEUTRAL] And does that covered office visit as well, or is it only outpatient surgery?
[AGENT][NEUTRAL] I will have to look and see if she has office visits on her plans.
[AGENT][NEUTRAL] Um, but as of right now.
[AGENT][NEUTRAL] She's used $2670.04 for her outpatient benefit.
[AGENT][NEUTRAL] And let me step back off this for you real quick.
[AGENT][NEUTRAL] Just give me just a moment while it pulls in for me.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] She does not have office visits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Perfect. Um, and a reference number?
[AGENT][NEUTRAL] Just, she does have treatment in the office but not the visit.
[AGENT][POSITIVE] Yes ma'am, you can.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Inquiry and today's date.
[CUSTOMER][POSITIVE] Thank you so much. You have a great rest of your day and you have um you be safe, OK?
[AGENT][POSITIVE] Yes, thank you. You have a good day too, and thank you for calling APL Miss [PII]. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye.