AccountId: 011433970860
ContactId: 6a07c124-ee10-4f16-acb8-f58280a2f88f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252389 ms
Total Talk Time (AGENT): 80829 ms
Total Talk Time (CUSTOMER): 115359 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/6a07c124-ee10-4f16-acb8-f58280a2f88f_20250515T16:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, good morning. My name is [PII]. I'm calling from the Nicholas G Hospital, Miami Lakes Patient Center. Uh, we have a patient that has the, uh, APL gap insurance here for urgent care service. I'm just trying to verify the benefits, see, uh, I'm sorry, I'm just trying to verify the benefits to see, uh, if the insurance covers anything, the gap insurance.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, and can I get your name and where you're from one more time? I'm sorry.
[CUSTOMER][NEUTRAL] No, you're fine. My first name is uh [PII], first initial is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And then the place is gonna be Nicholas Children's. [PII] is spelled [PII] Then there were Children's Hospital.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, the callback number is gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] Uh, policy number is 246-576-7ML5.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me one moment while I look that up for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Can I get you to verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, first name of the patient is uh [PII].
[CUSTOMER][NEUTRAL] Last name is [PII].
[CUSTOMER][NEUTRAL] Do you want me to spell that for you or you?
[AGENT][NEUTRAL] Oh, no, I've got it. I just need the date of birth now.
[CUSTOMER][NEUTRAL] OK, perfect, and date of birth is gonna be [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You said you're wanting eligibility, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like this policy was active with was active with an effective date of [PII]. It looks like it lapsed in that same month.
[CUSTOMER][NEUTRAL] Oh, how peculiar.
[AGENT][NEUTRAL] Let me see if they have anything else with us.
[CUSTOMER][NEUTRAL] Yeah, hold on, I can let me double check here.
[AGENT][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Because I had a coworker verify this insurance on like last month [PII]. Are you able to check if they have like a different policy number that's active?
[AGENT][NEUTRAL] Yes, sir. Give me just one second.
[CUSTOMER][POSITIVE] Oh thank you.
[CUSTOMER][NEUTRAL] If there
[CUSTOMER][POSITIVE] Good
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Would you like the new policy?
[CUSTOMER][POSITIVE] Yes, you're able to.
[AGENT][NEUTRAL] Number, OK.
[AGENT][NEUTRAL] It is 0214.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 1817.
[AGENT][NEUTRAL] The effective date was [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what else were you needing, sir?
[CUSTOMER][NEUTRAL] Uh, let me just confirm, so it's uh 02141817 for the policy number and then it's been active from [PII].
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, perfect. No, that would be all. So then I I know the exactive. So and then the rest would just be handled by our billing department. Thank you so much for your assistance. You said, you said your name was, uh, [PII], correct?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], yes, sir.
[CUSTOMER][NEUTRAL] Yes, can I get the uh first initial of your last name?
[AGENT][NEUTRAL] Letter [PII].
[CUSTOMER][POSITIVE] Perfect, thank you so much for your help, [PII] do you guys provide reference numbers for this call?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] We do not have reference numbers but you can use my name and last initial in today's date.
[CUSTOMER][POSITIVE] Awesome thank you so much for your assistance that would be all.
[AGENT][POSITIVE] Alright, thank you so much and have a great day. Thank you for calling APL.
[CUSTOMER][POSITIVE] Likewise, take care, bye.
[AGENT][NEUTRAL] Bye.