AccountId: 011433970860
ContactId: 8c10aa1b-a8c7-4be2-a73f-c74ffda84f11
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271480 ms
Total Talk Time (AGENT): 110734 ms
Total Talk Time (CUSTOMER): 88766 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/8c10aa1b-a8c7-4be2-a73f-c74ffda84f11_20250402T15:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon, Ms. [PII]. It's [PII] from the doctor's office. How are you doing today?
[AGENT][NEUTRAL] I'm fine. I'm so sorry that I can barely hear you.
[CUSTOMER][NEUTRAL] Can you hear me now?
[AGENT][NEUTRAL] Uh, that is better. Can you give me your name again? Because I wasn't able to hear that.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] OK, right. Thank you. And how can I help you today?
[CUSTOMER][NEUTRAL] Uh, can you just help me out with the patient's, uh, eligibility and the benefits, please.
[AGENT][NEUTRAL] OK, so you're needing eligibility and benefit information. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am. Yeah.
[AGENT][POSITIVE] Yes, I can help you with that, and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] Give me a second. Leo.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Your callback number.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] I'm so sorry. Can you say it again?
[CUSTOMER][NEUTRAL] Sorry
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and your patient's policy number?
[CUSTOMER][NEUTRAL] 023
[CUSTOMER][NEUTRAL] 446
[CUSTOMER][NEUTRAL] 14 M as in Mary, L as in Lima, number 8.
[AGENT][NEUTRAL] OK, thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And any information that I provide for you today, [PII] will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] It's uh [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Well, I do show that she is the subscriber on the supplemental policy.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] And the supplemental policy rate is active?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] With an effective date of [PII], no termination date.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] And what type of benefit information are you needing inpatient, outpatient or office?
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] So it's a Medicare supplemental policy, right?
[AGENT][NEUTRAL] No, this is supplement to a private.
[AGENT][NEUTRAL] Major medical insurance, not Medicare.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Just the mental policy it's perfect and uh.
[CUSTOMER][NEUTRAL] Give me a second. And who is your primary insurance?
[AGENT][NEUTRAL] I'm sorry, what was your question?
[CUSTOMER][NEUTRAL] Uh, do you know who is primary insurance?
[AGENT][NEUTRAL] For the company, for her group that she works for, I can provide you that information, but I don't have any details on it. We show that her employer's primary insurance is with Florida Blue.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Oh, OK, I got it. No issue with it. Can I have your good name and the reference number, please?
[AGENT][NEUTRAL] Yes, my name and today's date will be your call reference number. Again, my name is [PII]. First [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII], correct?
[AGENT][NEUTRAL] Uh, actually, [PII]
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][POSITIVE] Thanks so much for the help, ma'am. It was nice to talk with you, ma'am.
[AGENT][POSITIVE] Oh, you're welcome.
[AGENT][POSITIVE] Yes, it was nice speaking with you too, and is there anything else that I could help you with today?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] No, that's it for today, ma'am. Thanks for the help.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Well, you're very welcome. And again, thank you for calling APLA. Have a great day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You too, ma'am. Bye-bye.
[AGENT][POSITIVE] Mhm thank you. Bye bye.
[CUSTOMER][NEUTRAL] Mhm