AccountId: 011433970860
ContactId: 6790eb74-6bf5-4b7f-83fc-cfdaeb0671d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240580 ms
Total Talk Time (AGENT): 97139 ms
Total Talk Time (CUSTOMER): 114344 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/6790eb74-6bf5-4b7f-83fc-cfdaeb0671d3_20250603T12:26_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII], my sister.
[CUSTOMER][NEUTRAL] Hi, hi, my name is [PII] with Moffit Cancer Center on a recorded line and basically I'm just calling to get some information on this member's plan, please, uh, medical benefits information.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and the policy number?
[CUSTOMER][NEUTRAL] Uh, yeah, um, my callback direct number is [PII].
[CUSTOMER][NEUTRAL] Um, and the, um, page, oh, uh-huh.
[AGENT][NEUTRAL] And what is the policy number of the member that you're calling to verify benefits for today, [PII], and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes ma'am, um 022-03936.
[AGENT][NEUTRAL] Thank you [PII]. could you verify the patient's name and date of birth that you're calling to verify benefits and eligibility for?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And you need her date of birth is [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you and [PII], I didn't mean to cut you off in the beginning of the call, but uh you were calling to verify benefits and eligibility for outpatient services correct?
[CUSTOMER][POSITIVE] You are correct, yes ma'am.
[AGENT][NEUTRAL] This member has outpatient benefits of $6000 per calendar year, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage, and she's been active since [PII] and she's currently active.
[CUSTOMER][NEUTRAL] OK, and [PII], I mean, do you show this as a secondary policy?
[AGENT][NEUTRAL] This is a gap insurance.
[CUSTOMER][NEUTRAL] Oh, OK. That's what I needed to know.
[AGENT][NEUTRAL] Does this assist with deductible, co-pay and co-insurance to the primary, and she's utilized $648.80 of her benefits for 2025.
[CUSTOMER][NEUTRAL] Alright, um, and they, I'm sorry, the amount outpatient the amount of the outpatient services was $6000 right?
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] Why did they leave off the? Could you give me her policy number one more time?
[CUSTOMER][NEUTRAL] Yeah, sure. 022 03936.
[AGENT][NEUTRAL] Make sure.
[AGENT][NEUTRAL] Yes, it was 6000.
[CUSTOMER][NEUTRAL] $6000. Now she's utilized or she's met $648.84. I that towards this $6000? I just wanna be clear.
[AGENT][NEUTRAL] Yes, she's mm no. so [PII] has utilized $4,854.36 of her benefits for 2025.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] I don't know why it took me to a different policy. That's crazy.
[CUSTOMER][NEUTRAL] Oh, OK. So that.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] And I just want to make sure, so that number was 486-4.36. Did I get it right?
[AGENT][NEUTRAL] 485436
[CUSTOMER][NEUTRAL] Oh, OK, so she's utilized that much so far. OK, let me go ahead and.
[CUSTOMER][NEUTRAL] Change that number and the name, and this is a gap insurance policy.
[AGENT][NEUTRAL] I don't know why. Yes, that is correct.
[CUSTOMER][NEUTRAL] OK. Um, I just needed to confirm that information. Your name again, did you say [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh [PII], all right. um [PII], do you provide any um call reference numbers at all?
[AGENT][NEUTRAL] Unfortunately we don't provide those [PII], however, you can use my name and today's date as a reference.
[CUSTOMER][POSITIVE] Oh, OK. [PII] 63. OK, perfect. That's all I needed to do, uh, verify here. Thank you so much and you enjoy the rest of your day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APO. You have a great one as well, [PII]. Goodbye.
[CUSTOMER][POSITIVE] Thanks. Bye-bye.