AccountId: 011433970860
ContactId: aad581b5-156d-4766-be6b-2678876b2a35
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202320 ms
Total Talk Time (AGENT): 97400 ms
Total Talk Time (CUSTOMER): 89253 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/aad581b5-156d-4766-be6b-2678876b2a35_20250331T20:07_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Miami OBGYN for Doctor [PII]. I need to check um eligibility on a patient please.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with eligibility. What is the callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] I have 19,900.
[AGENT][NEUTRAL] Is that all?
[CUSTOMER][NEUTRAL] Mhm, that's all I have.
[CUSTOMER][NEUTRAL] I know I don't have a copy of the card. This is the information that was entered in the system and that's why I'm calling just to confirm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let's do a name search. What's the patient's last name?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, there you go.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] What's the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, at least I may not have.
[CUSTOMER][NEUTRAL] I know at least the first name was that.
[AGENT][POSITIVE] A ton of those. Yeah, that's gonna help.
[AGENT][NEUTRAL] OK, let's see how many [PII] I have. And what uh city does she live in?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] She lives in [PII].
[CUSTOMER][NEUTRAL] Can I have her date of birth if you need that.
[AGENT][NEUTRAL] Let's see if I got lucky and picture on the first time. What's the date of birth?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Yeah, I got her.
[CUSTOMER][POSITIVE] Ah, perfect.
[AGENT][POSITIVE] All right. I'll be happy to assist you, [PII]. Now, I'm showing that, let me give you [PII]'s uh secondary gap policy number.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] As and this is active as a 19, I mean 1 2019.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Her policy number is 175.
[AGENT][NEUTRAL] 3912.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] The number, the 19,900 is the group number.
[CUSTOMER][NEUTRAL] And in fact.
[CUSTOMER][NEUTRAL] Uh huh, uh, OK.
[CUSTOMER][NEUTRAL] Uh, it looked it looked like that. It didn't look like an ID number, but.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's, that's what I had. OK, so it is active. That's the policy number, and that's a gap. Uh, what are her benefits?
[AGENT][NEUTRAL] And, and
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What type of coverages are you needing?
[CUSTOMER][NEUTRAL] Uh, office visit, uh, gynecology.
[AGENT][NEUTRAL] OK. Let me see if she has benefits for the office visit. She does not have benefits for any services in the doc doctor's office other than cancer treatment. That's the only thing that's covered in a doctor's office.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And that's all I needed.
[AGENT][POSITIVE] Well, to know it was a pleasure to assist you with that eligibility and benefit. And thank you for calling APL. I hope you have a wonderful afternoon.
[CUSTOMER][POSITIVE] Thank you very much.
[CUSTOMER][POSITIVE] You as well [PII] thank you bye bye.
[AGENT][POSITIVE] Thank you, [PII]. Bye-bye.