AccountId: 011433970860
ContactId: 7e931288-1cb8-40b9-8b8d-3a8bc903e645
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236479 ms
Total Talk Time (AGENT): 82654 ms
Total Talk Time (CUSTOMER): 91777 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/7e931288-1cb8-40b9-8b8d-3a8bc903e645_20250516T14:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Homestead Hospital in [PII]. I'm calling to verify eligibility for one of your members, actually 2 members.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I get a good callback number? Oh, can I get a good callback number in case we get disconnected? OK.
[CUSTOMER][NEUTRAL] Alright, so the first one.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] No problem, it's [PII].
[AGENT][NEUTRAL] All right. And let's start with the first one.
[CUSTOMER][NEUTRAL] Alright, so the first one is for [PII] and the ID that I have is [PII].
[AGENT][NEUTRAL] One moment while I look that up.
[AGENT][NEUTRAL] And can you verify his date of birth?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] All right. Excuse me.
[AGENT][NEUTRAL] I show this policy has an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, give me one second.
[CUSTOMER][NEUTRAL] And the subscriber is it mom? OK.
[AGENT][NEGATIVE] Sorry, so much. I had to cough. Um.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] It looks like.
[AGENT][NEUTRAL] It would be the father.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is a secondary gap policy, so the major medical will need to pay first before this claim can be paid, uh, if the major medical denies the claim, then this, this policy will not cover it as well, so.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Got you. OK, perfect, thank you so much for that one and then the other one, it's a totally different person. I have um policy number 02609676 letter M for mom, L for Lucy, and number 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, the patient's name is [PII].
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] And this is a similar secondary gap policy, so everything that I mentioned earlier about the primary insurance is the same with this. I show this policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfect, thank you so much. I'll go ahead and make no that's it. Thank you so much.
[AGENT][NEUTRAL] And is there anything else I can help you with?
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Well thank you so much [PII] for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Alrighty take care.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Mm bye.