AccountId: 011433970860
ContactId: a5aff52c-2e36-4573-acd5-533d5da4f5a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139779 ms
Total Talk Time (AGENT): 65306 ms
Total Talk Time (CUSTOMER): 60212 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/a5aff52c-2e36-4573-acd5-533d5da4f5a4_20250304T20:14_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from South Miami Hospital. I wanted to verify eligibility and benefits for a member.
[AGENT][NEUTRAL] OK, I can verify benefits for you and your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] Uh, I have 156873-5.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, callback number is [PII]. I'm sorry, I was giving you, I was giving you a fax [PII].
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, well, I show that policy number you gave it terminated, uh, but I can give you the, I do show she has a current policy and give that to you when you're ready.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Oh OK, great, yes, I'm ready.
[AGENT][NEUTRAL] OK, it is 259-729-3.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK perfect. Is there a group number with that policy?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, ma'am. It's 26942.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And her effective date is [PII] of this year.
[CUSTOMER][POSITIVE] Alright perfect.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright perfect and then she is coming in for uh an outpatient, I'm sorry, no an inpatient procedure. What would be her benefits for inpatient for a hospital?
[AGENT][NEUTRAL] For inpatient.
[AGENT][NEUTRAL] Uh, let's see, uh, not a guarantee of payment, just a verification of coverage. With this policy, we are secondary. We help with primary insurance deductible, co-pay or co-insurance, and she has an inpatient benefit that pays up to $6000 per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, alright, perfect, and has she used any of that benefit for this year?
[AGENT][NEUTRAL] Uh, no, ma'am, she hasn't.
[CUSTOMER][POSITIVE] OK, alright, excellent, thank you so much for your help, [PII].
[AGENT][POSITIVE] You're welcome, Ms. [PII] and thank you for calling APL. bye.
[CUSTOMER][POSITIVE] Thank you have a good day bye bye.
[AGENT][NEUTRAL] Bye.