AccountId: 011433970860
ContactId: 9a451c64-3ff6-4828-a2c3-9c86b1948c0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169500 ms
Total Talk Time (AGENT): 66518 ms
Total Talk Time (CUSTOMER): 64078 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/9a451c64-3ff6-4828-a2c3-9c86b1948c0d_20250304T21:42_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm looking for eligibility for a patient.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And you're calling from which facility for annotation?
[CUSTOMER][NEUTRAL] Hialeah Hospital.
[AGENT][NEUTRAL] OK, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is 60801.
[AGENT][NEUTRAL] That is the payer ID, um, do you have the copy of the card?
[CUSTOMER][NEUTRAL] Oh wait what sorry, this is what they've provided me, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One second, let me see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] I only have like
[CUSTOMER][NEUTRAL] It says his name.
[CUSTOMER][NEUTRAL] And then the group number plan is.
[AGENT][NEUTRAL] What's in the bottom.
[CUSTOMER][NEUTRAL] Medin select
[AGENT][NEUTRAL] You should see a um in-hospital outpatient, sir. Mhm.
[CUSTOMER][NEUTRAL] Uh, in hospitals benefits.
[CUSTOMER][NEUTRAL] Yeah, so this is 02343124 ML 7.
[AGENT][NEUTRAL] OK, and what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] All right. And you say you need eligibility and we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][POSITIVE] Great thank you um there's no gaps in coverage, right?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] None that I can see.
[CUSTOMER][NEUTRAL] OK, is there a call reference number for today's call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] OK, thank you, and I just wanna make sure I have the correct claims address. It should be on the card.
[AGENT][NEUTRAL] Mhm. Yes, the one in [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yep
[CUSTOMER][POSITIVE] All right great thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's everything.
[AGENT][POSITIVE] OK. Thank you for calling APO. Have a good afternoon. Bye.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] You too take care.