AccountId: 011433970860
ContactId: 7c1cb443-53ca-4c62-a057-0809ab3f627f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242160 ms
Total Talk Time (AGENT): 100470 ms
Total Talk Time (CUSTOMER): 83882 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/7c1cb443-53ca-4c62-a057-0809ab3f627f_20250414T15:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] from Outpatient and Broward Health. I was calling to know the coverage for this patient.
[AGENT][POSITIVE] Sure, it would be my pleasure, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] Callback number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me get one for you.
[CUSTOMER][NEUTRAL] Your address is [PII].
[CUSTOMER][NEUTRAL] Uh, and, yeah, OK.
[CUSTOMER][NEUTRAL] OK the phone number [PII].
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] also.
[CUSTOMER][NEUTRAL] It is 0251.
[CUSTOMER][NEUTRAL] 8210.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, thank you. And it would be my pleasure to help you with eligibility and benefits for [PII].
[AGENT][NEUTRAL] I am showing that his policy is active.
[AGENT][NEUTRAL] Effective date is [PII].
[CUSTOMER][NEUTRAL] you got
[AGENT][NEUTRAL] And this is a secondary policy to his major medical.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And are there expe uh uh certain benefits that you're needing?
[CUSTOMER][NEUTRAL] Um, does it cover copays and deductibles and co-insurance?
[AGENT][NEUTRAL] For an office visit?
[AGENT][NEUTRAL] Or
[CUSTOMER][NEUTRAL] For outpatient.
[AGENT][NEUTRAL] So he has outpatient coverage.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And that total amount that we can pay for outpatient.
[AGENT][NEUTRAL] Is
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] $2,025 and that is a verification of coverage, not a guarantee of payment.
[CUSTOMER][NEUTRAL] Look
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] She can do hers she checked it already.
[AGENT][NEUTRAL] And it does cover his deductibles, copays, and co-insurance of the major medical. Now that is the maximum per calendar year that we can pay toward the major medical co-pay, deductible or co-insurance.
[AGENT][NEUTRAL] And that is a verification of coverage and not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] Can I have a reference number?
[AGENT][NEUTRAL] The reference number is my name and today's date, and I spell my name [PII]
[AGENT][NEUTRAL] First initial last name [PII].
[CUSTOMER][NEUTRAL] So [PII] in today's date?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Alright, that should be all thank you.
[AGENT][POSITIVE] Oh, [PII], it's been a pleasure to assist you with that eligibility and thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye.