AccountId: 011433970860
ContactId: d4defe7b-79b8-4204-9a0a-31a2f9ce9879
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121250 ms
Total Talk Time (AGENT): 62221 ms
Total Talk Time (CUSTOMER): 42769 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/d4defe7b-79b8-4204-9a0a-31a2f9ce9879_20250423T15:33_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII]. I'm calling from Orthopedic Center of South Florida to check eligibility.
[AGENT][NEUTRAL] I can check eligibility for you uh, you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, well, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Uh yes 1070755.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Perfect. Thank you for verifying that. So this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and does the APL has a uh deductible by himself or no?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, let me see if this policy does. Give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, no, this policy does not have a deductible.
[CUSTOMER][NEUTRAL] Thank you and you guys pay directly to the member or to the doctor?
[AGENT][NEUTRAL] Uh, it depends on who files the claim. So if you were the one to file the claim, we would send that payment to you. If the member files the claim, we would send it to them.
[CUSTOMER][POSITIVE] Alright, perfect. Thank you so much for the information and that's it for today. Can I get a reference number, please?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date. Um, so my name is spelled [PII] Oh, is there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, that's it for today. Thank you so much and have a beautiful day.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Yeah, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.