AccountId: 011433970860
ContactId: 87748921-fcfa-4cb9-8639-ade270fde624
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227240 ms
Total Talk Time (AGENT): 83388 ms
Total Talk Time (CUSTOMER): 101738 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/87748921-fcfa-4cb9-8639-ade270fde624_20250121T18:39_UTC.wav
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[AGENT][NEUTRAL] [PII], this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Atlantic Medical Supply INC to check eligibility and benefits for this patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility and benefits. And may I get the spelling of your name, please?
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] Yeah, sure. That will be [PII], and [PII]. The initial of my last name is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And we know, in case this call is disconnected, may I have your callback number?
[CUSTOMER][NEUTRAL] Callback phone number is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, please?
[CUSTOMER][NEUTRAL] That will be 02473098. M for Mary, number 1.
[CUSTOMER][NEUTRAL] And then number 7.
[AGENT][NEUTRAL] Thank you, and that number is 02473098.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]'s full name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. OK, I do show this is a meddling plan. This coverage is secondary.
[AGENT][NEUTRAL] The policy is currently active, effective for 1 of 24.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] This plan covers outpatient services up to $300 per calendar day and inpatient up to $3000 per confinement, and I just must advise that this is just a verification of coverage and benefits. It does not guarantee payment.
[CUSTOMER][POSITIVE] OK, thank you so much. Is there any group number or group ID for this plan?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes, the group number is 23143.
[CUSTOMER][POSITIVE] Thank you. And is there any group name?
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And the name of the group is Nova Southeastern University.
[CUSTOMER][NEUTRAL] Thank you. Um, just to clarify, the correct, um, member ID number is 02473098.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] OK, thank you so much for that, ma'am. And may I know what type of plan is this?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] This is a meddling plan. This coverage is secondary.
[CUSTOMER][NEUTRAL] OK, thank you. And what will be the
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] What will be the claim's billing address, ma'am?
[AGENT][NEUTRAL] Our claims mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I use.
[CUSTOMER][NEUTRAL] OK, thank you. And what will be the um spelling of your name and the reference number for our call?
[AGENT][NEUTRAL] It'll be just my name and that's spelled [PII]
[AGENT][NEUTRAL] Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Alright, um, that will be all, ma'am. Thank you so much for your help. Have a great day for you and stay safe. Always. Bye for now.
[AGENT][POSITIVE] You're you're welcome. You too. Thanks for calling APL. bye.