AccountId: 011433970860
ContactId: 9bac76f2-7f30-4c40-81b0-748c011f87c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201860 ms
Total Talk Time (AGENT): 35850 ms
Total Talk Time (CUSTOMER): 73859 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/9bac76f2-7f30-4c40-81b0-748c011f87c9_20250611T16:42_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Miami Cancer Institute with Baptist Hospital, and I'm actually just calling to verify a member's eligibility, please.
[AGENT][NEUTRAL] Hi, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Do you have the um policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] Get it right now 02337082 ML 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] I show this policy is active and effective [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect thank you so much and then for this plan, is there a group number or group name by any chance?
[AGENT][NEUTRAL] Uh, it is. Group number is 23293.
[AGENT][NEUTRAL] And then group name is Prime Health Physicians.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect, perfect, great, that's what I have already too thank you so much and then for this plan is there um let me just confirm here.
[CUSTOMER][NEUTRAL] Oh, I see. Yeah, has, um, he used any of his $1000 yet for this plan?
[AGENT][NEUTRAL] Uh, looks like he's used all of it this year.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] He did use all.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right and.
[CUSTOMER][NEUTRAL] OK, alrighty, and then, yeah, and then I do see this is a secondary to his primary which is Ahmed.
[CUSTOMER][NEUTRAL] And I think that's pretty much all he needed, yeah, for this plan he is the, the policy holder, right? He's not under someone else?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK perfect perfect I think that's all I needed then thank you so much and then for my reference I have your name as [PII], correct?
[AGENT][NEUTRAL] Yes, um, reference is my name and today's date.
[CUSTOMER][POSITIVE] OK perfect perfect well thank you again I appreciate your help today.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a great afternoon.
[CUSTOMER][POSITIVE] You too thank you bye bye.