AccountId: 011433970860
ContactId: c42050a9-1cbb-4dd1-9663-20c274316f8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234279 ms
Total Talk Time (AGENT): 96089 ms
Total Talk Time (CUSTOMER): 75493 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/c42050a9-1cbb-4dd1-9663-20c274316f8c_20250425T14:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Homestead Hospital, calling to check eligibility on a patient.
[AGENT][POSITIVE] Of course I can help you with eligibility today.
[CUSTOMER][POSITIVE] Mm thank you.
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] I do. I have 02506893. Patient's name is [PII]. Date of birth [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, so it looks like the policy is active. The effective date is [PII].
[CUSTOMER][POSITIVE] OK. Perfect. Does he have like any deductibles or out of pocket?
[AGENT][NEUTRAL] OK, just a second.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Sorry, it's storming where I'm at, so I wanna make sure that I get your number. Uh.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] I know how that is.
[AGENT][MIXED] It's really, yeah, it's really pretty, but it just seems to calm down a little bit.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Where are you at?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Where are you at?
[CUSTOMER][NEUTRAL] Well, I, we're located in [PII], but I work remote.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So, I'm located in [PII]. So I'm like I know, like [PII] area. Mhm.
[AGENT][NEGATIVE] Oh, yeah, you guys have been getting some really bad storms too.
[CUSTOMER][NEUTRAL] Oh, we have.
[CUSTOMER][NEUTRAL] It's been out of the norm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, this is not a guarantee of payment, it's just a verification of coverage. So it looks like deductibles are not covered under this policy, and the outpatient benefit max is 3000 per covered person per calendar day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For the covered outpatient services. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. OK, awesome. I'm sorry, if he, mhm.
[AGENT][NEUTRAL] And that's um and that cover, sorry, that covers treatment in office as well that outpatient amount.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I think your, your initial your last name [PII].
[AGENT][NEUTRAL] Yes, um, so you spell my name [PII] and my last initial is [PII]
[CUSTOMER][POSITIVE] [PII] Perfect. Thank you so much, [PII], for your help.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's all. Thank you so much. You have a great day and stay safe. Mhm. Thank you. OK. Mhm. OK. Bye-bye.
[AGENT][POSITIVE] OK, yeah, of course. Thank you. I will. Thanks for calling APL. Bye.