AccountId: 011433970860
ContactId: bc538eb4-f851-49e5-bb18-07b1abeadc5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143699 ms
Total Talk Time (AGENT): 49451 ms
Total Talk Time (CUSTOMER): 63175 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/bc538eb4-f851-49e5-bb18-07b1abeadc5f_20250623T13:37_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi good morning I'm [PII] how are you?
[AGENT][POSITIVE] I'm good, [PII]. How are you today?
[CUSTOMER][NEUTRAL] I'm OK, thank you. OK, just the patient uh eligibility and benefits please.
[AGENT][NEUTRAL] Of course, and your call back number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much. And what is that policy number, please?
[CUSTOMER][NEUTRAL] OK. It's 01611631 ML8.
[AGENT][POSITIVE] Thank you very much [PII], one moment.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, and you're calling for eligibility and benefits for outpatient, is that correct?
[CUSTOMER][NEUTRAL] Yeah, oh you, you remember.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, this question so is effective as of [PII]. This policy shows active and outpatient benefits. Please note verification of benefits provided, that's not guaranteed payment. We pay up to $1500 for the calendar year.
[CUSTOMER][POSITIVE] OK perfect so they're fully covered. OK, so whatever the primary pays right you guys will cover the rest.
[AGENT][NEUTRAL] Um, we help with the deductible, co-pay, and co-insurance based on coverage.
[CUSTOMER][POSITIVE] Perfect. And then the, the group name is City of Homestead?
[AGENT][NEUTRAL] Let me check that one moment.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Perfect, hold on one second.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] OK, and the group and he's and [PII] is the subscriber.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK perfect and this is their um.
[CUSTOMER][NEUTRAL] Gap plan. OK, our secondary supplement plan, right, meddling policy. OK, perfect. Alright, and then let me see, I think I have it.
[AGENT][NEUTRAL] Secondary.
[CUSTOMER][NEUTRAL] No, let me see, do I have another one? I'm gonna, I'll call back. Alright, thank you, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome, [PII]. Thank you for calling APL. Have a great week. Thank you.
[CUSTOMER][NEUTRAL] Bye you too.