AccountId: 011433970860
ContactId: bcb84ab4-f644-4192-a698-c26ee76a19e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285670 ms
Total Talk Time (AGENT): 112448 ms
Total Talk Time (CUSTOMER): 67635 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/bcb84ab4-f644-4192-a698-c26ee76a19e4_20250619T14:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good morning. My name is [PII]. I'm calling from Boca Regional pre-registration. I have a patient that'd like to get his benefits on the APL please.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] It's 823.
[CUSTOMER][NEUTRAL] 0422
[CUSTOMER][NEUTRAL] 4 ML 8.
[AGENT][NEUTRAL] And no one's coming up under that number. Um, I could try to look them up by the social or name and date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And it's uh [PII].
[AGENT][NEUTRAL] OK, and I'm waiting on my system. One moment, please.
[AGENT][NEUTRAL] OK, and please repeat the date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Yes, ma'am. I found him in our system, um, and I have his policy number here.
[CUSTOMER][NEUTRAL] OK, I'll write it down.
[AGENT][NEUTRAL] OK. Are you ready?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, the policy number is 023.
[AGENT][NEUTRAL] 04
[AGENT][NEUTRAL] 224.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm, no problem. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active and is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] It's outpatient.
[CUSTOMER][NEUTRAL] Hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, for outpatient services, we cover up to 1500 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And how much does he have remaining?
[AGENT][NEUTRAL] Um, the full 1500 is available. He hasn't used any benefits this year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you said his policy is 023042-24?
[AGENT][POSITIVE] Yes, ma'am, that's correct.
[CUSTOMER][NEUTRAL] And what is the address for uh the APL?
[AGENT][NEUTRAL] Um, the mailing address is [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And your name, please?
[AGENT][NEUTRAL] My name is [PII]. Um, it's spelled [PII] and my last initial is [PII]. And if you need a reference number, you can use my name and today's date.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you so much for your help.
[AGENT][NEUTRAL] Yeah, thank you, [PII], for calling APL. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No ma'am, that'll be it.
[AGENT][POSITIVE] OK, thank you again for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] OK, you too. Thank you. Bye-bye.
[AGENT][POSITIVE] Thanks.