AccountId: 011433970860
ContactId: a0766c8d-6b0a-4e53-ba84-4d31937e54fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169660 ms
Total Talk Time (AGENT): 80423 ms
Total Talk Time (CUSTOMER): 56643 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/a0766c8d-6b0a-4e53-ba84-4d31937e54fd_20250605T13:33_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII], my name is [PII]. I am calling from Broward Health North Hospital. I'm calling to verify eligibility and benefits for a member, please.
[AGENT][NEUTRAL] OK, I can help you with both the eligibility and the benefits. And Ms. [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] The direct number is [PII] and I have policy number 02611804.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] First name we have is [PII]. Last name is [PII]. [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] This is for hospital inpatient admissions.
[AGENT][NEUTRAL] OK, they do have inpatient um coverage. The policy will pay up to $6000 per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Did you want me to see if any has been used for this year?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEGATIVE] And none of, uh, none of the benefits have been used for this year.
[CUSTOMER][NEUTRAL] Oh, OK. And other, does the member have out of, out of pocket, um, any deductible or copay?
[AGENT][NEUTRAL] So this is their secondary insurance, so we pay towards the copay, deductible and co-insurance at the primary.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK, the type the insurance.
[CUSTOMER][NEUTRAL] OK, and um the claim's mailing address?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], and the zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and is there any other call reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's day and again, that's [PII].
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're very welcome. Thanks for calling APL. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That's all I have so far.
[AGENT][POSITIVE] All right. Have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.