AccountId: 011433970860
ContactId: 98a4aef6-b9bd-49e7-ab94-46108a1a1a0b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279540 ms
Total Talk Time (AGENT): 155761 ms
Total Talk Time (CUSTOMER): 82760 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/98a4aef6-b9bd-49e7-ab94-46108a1a1a0b_20250421T15:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Yes, good morning. My name is [PII]. I'm calling from Barley Hospital of Miami. I need to verify special eligibility, please.
[AGENT][NEUTRAL] OK, I will be glad to help you, but I am so sorry. I did not hear your name. It has a really bad echo. I can barely hear you.
[CUSTOMER][NEUTRAL] Do you hear me now? Yes, do you hear me now?
[AGENT][NEUTRAL] Hello.
[AGENT][POSITIVE] Yes, ma'am, I can hear you now. Yes, ma'am, much, much better. Thank you, but I'm so sorry I did not catch your name.
[CUSTOMER][NEUTRAL] OK, my name is [PII], and I'm calling from B the Hospital of Miami.
[AGENT][POSITIVE] Alrighty, [PII], thank you for that. Go ahead with that good policy number, please, ma'am.
[CUSTOMER][NEUTRAL] Yes, it's 02258741, M as in Mary, L as in Larry, and number 8.
[AGENT][POSITIVE] Alrighty, [PII], thank you so much for all of that information. Now, while I'm pulling this up for you, go ahead and give me a good return telephone card number.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Alrighty, [PII], thank you so much for all that information. Now, what is your patient's name and date of birth today, please, ma'am?
[CUSTOMER][NEUTRAL] Yes, patient's name is [PII]. Last name [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Alrighty, thank you so much for all that information. Looks like a Dallas is the insured on this medical supplemental plan. I do show the original effective date is [PII], patient is active, and I must advise that verification of coverage is not a guarantee of payment on the claim, but you did say you want some type of benefit. Is that correct, [PII]?
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] OK, what, what type of benefit are you needing today, please, ma'am?
[CUSTOMER][NEUTRAL] Chemotherapy, please.
[AGENT][NEUTRAL] And I'm sorry, what was that?
[CUSTOMER][NEUTRAL] Chemotherapy benefits.
[AGENT][NEUTRAL] Chemotherapy. OK, chemotherapy. Is it gonna be done in the doctor's office or outpatient?
[CUSTOMER][NEUTRAL] Outpatient, outpatient.
[AGENT][NEUTRAL] OK, alrighty, let me get that benefit pack pulled up. Now, of course, what we are is just the medical supplemental plan. So the only thing that we will pick up and pay on is for sickness and injury that is applied towards her deductible, co-pay, or co-insurance at her primary insurance carrier.
[AGENT][NEUTRAL] It has to be one of those three things. Now her outpatient benefit here is she has a zero deductible, no pre-cert, and she has a $1500 benefit payable per calendar year.
[CUSTOMER][NEUTRAL] OK, um, if she has been used any of this?
[CUSTOMER][NEUTRAL] Calendar year, please?
[AGENT][NEUTRAL] Let's see. Yes, ma'am. Let me go look, let's see.
[AGENT][NEUTRAL] As of today, she's not used any of her [PII] benefits as of today.
[CUSTOMER][POSITIVE] OK, great. Thank you very much. May I have your name again and a reference number for this call?
[AGENT][NEUTRAL] Yes,
[AGENT][NEUTRAL] Yes, ma'am. Is that all that I can answer for you today, [PII]?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Yes ma'am. Well, we don't give reference numbers, [PII], but you can use my name in today's date and my name is [PII] and that is spelled [PII]
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello, is that all I can help you with?
[CUSTOMER][NEUTRAL] Yeah, I, I got L as in Larry and A as in apple, and what else? I'm sorry.
[AGENT][NEUTRAL] Yes. Oh, that's OK. F as in Frank.
[AGENT][NEUTRAL] A
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Perfect. Thank you very much for for all the information provided. Have a wonderful day.
[AGENT][POSITIVE] You as well, [PII], and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.