AccountId: 011433970860
ContactId: b38bceae-b554-473b-9fcd-164053308907
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289130 ms
Total Talk Time (AGENT): 88277 ms
Total Talk Time (CUSTOMER): 86331 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/b38bceae-b554-473b-9fcd-164053308907_20250306T18:01_UTC.wav
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[AGENT][POSITIVE] Thank you for calling this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the provider's office to check eligibility. Could you please help me with that?
[AGENT][NEUTRAL] Uh, yes, I can help you with eligibility. Can I please get your name and your callback number and the name of the provider's office you're calling from, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And the office is Baptist Hospital of Miami, [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is your call back number?
[CUSTOMER][NEUTRAL] [PII]. It is a direct line?
[AGENT][NEUTRAL] Thank you and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] The patient name is [PII].
[CUSTOMER][NEUTRAL] The date of birth is [PII] and the member ID is [PII], [PII].
[AGENT][NEUTRAL] OK, let me look up that policy real quick for us.
[AGENT][NEUTRAL] So I can get you your eligibility.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and her effective date is [PII].
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] What are the date?
[AGENT][NEUTRAL] No term date policy is active?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] OK. May I know the plant type
[AGENT][NEUTRAL] And link
[CUSTOMER][NEUTRAL] HMO.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] It is a supplementary gap policy.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello, are you still there?
[CUSTOMER][NEUTRAL] Yes. May I know the group number?
[AGENT][NEUTRAL] Yes, the group number is 23061.
[CUSTOMER][NEUTRAL] 23061. OK. Is there any network deductibles and how much payment?
[AGENT][NEUTRAL] Uh, let me look.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] And this is just to verify benefits it's not a guarantee of payment, there is no deductible.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, may I know the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK. My other claims spelling address?
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. Could you please spell your name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] My initial is the last name?
[AGENT][NEUTRAL] A
[CUSTOMER][NEUTRAL] OK, another subscriber relationship is like individual or family?
[AGENT][NEUTRAL] Uh, let me look.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Individual
[CUSTOMER][NEUTRAL] OK, may I know the call reference number?
[AGENT][NEUTRAL] You can use my name and today's date.
[CUSTOMER][POSITIVE] OK. Thank you for your help. Have a great day. Bye.
[AGENT][POSITIVE] You too, Ms. [PII], and thank you for calling APL. There's nothing else I can help you with today?
[CUSTOMER][NEUTRAL] No.