AccountId: 011433970860
ContactId: c3a260ef-0021-4216-86c5-61a2b2f4fcf9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124690 ms
Total Talk Time (AGENT): 64949 ms
Total Talk Time (CUSTOMER): 42887 ms
Interruptions: 0
Overall Sentiment: AGENT=4.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/c3a260ef-0021-4216-86c5-61a2b2f4fcf9_20250116T19:50_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, I want to verify the benefits for a patient's plan.
[AGENT][POSITIVE] It would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] OK. My name is [PII]. I'm from the University of Miami.
[AGENT][POSITIVE] Thank you, [PII]. And what is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the policy number for the patient, please.
[CUSTOMER][NEUTRAL] So it is the one I have here is 0245.
[CUSTOMER][NEUTRAL] 0085 ML 8
[AGENT][POSITIVE] Thank you and the patient's name and date of birth, please, ma'am. I mean, please, sir, I'm so sorry.
[CUSTOMER][NEUTRAL] Uh, you said the date of birth and then the first and last name, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, so it's [PII].
[CUSTOMER][NEUTRAL] And her name is [PII] [PII], sorry, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, thank you. And you're needing eligibility and benefits for [PII], what, yeah, the patient. Thank you. I can help you with that. Now, [PII], I'm showing that this policy is active. Effective date is [PII], and this is a secondary policy to her major medical coverage. Are there specific benefits you're needing?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect
[CUSTOMER][NEUTRAL] I just need um a deductible and uh out of pocket amount.
[AGENT][NEUTRAL] So there's no deductible copay or co-insurance on this policy. We're secondary, and we help pay toward the deductible co-pay coinsurance of the major medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] That's basically all I needed.
[AGENT][POSITIVE] All right. Well, it's been a pleasure to assist you, Jammer with that eligibility. Thank you for calling APL. I hope you have a wonderful afternoon.
[CUSTOMER][NEUTRAL] Same to you.
[AGENT][POSITIVE] Thank you. Bye-bye.