AccountId: 011433970860
ContactId: 801e3872-9422-4aed-8111-1fc4efaa80c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122819 ms
Total Talk Time (AGENT): 48102 ms
Total Talk Time (CUSTOMER): 50941 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/801e3872-9422-4aed-8111-1fc4efaa80c0_20250501T20:25_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I was calling trying to get um status for a secondary file claim, please.
[AGENT][POSITIVE] Sure, [PII], I can assist you with that.
[CUSTOMER][NEUTRAL] I'm with uh Florida Hospital Medical Group.
[AGENT][NEUTRAL] Can I have a callback number and the policy number and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Yes, that is [PII] and that is a private line.
[CUSTOMER][NEUTRAL] Policy number is 01617968.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] Thank you, [PII]. What is the member's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And you're calling to verify outpatient benefits, correct?
[CUSTOMER][NEUTRAL] Um, this is for place of service type 11 office.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] This policy has been active since [PII] and is currently active. The member's policy unfortunately does not cover office visits nor the treatment received in the office.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Um, so for your policy, well we need to follow the, uh, primary payer EOB?
[AGENT][NEUTRAL] Yes, that is correct. And then you submit the claim here we're just going to verify if the the policy covers the services or not.
[CUSTOMER][POSITIVE] Alright well thank you so much. Can I get a call reference number please? That is all I'm needing.
[AGENT][NEUTRAL] We don't provide those unfortunately, money, but you can use my name and today's date as a reference is [PII], and today's date as a reference.
[CUSTOMER][POSITIVE] Alright thank you so much for your help and I hope you have a good rest of your day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APA. You have a great one as well, bunny. Thank you.
[CUSTOMER][NEUTRAL] Uh huh bye.