AccountId: 011433970860
ContactId: d5351da8-5762-40e4-a11e-a78e2cf4e7a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199860 ms
Total Talk Time (AGENT): 79582 ms
Total Talk Time (CUSTOMER): 69035 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/d5351da8-5762-40e4-a11e-a78e2cf4e7a8_20250610T12:58_UTC.wav
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[AGENT][NEUTRAL] ACL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Broward Health Imperial Point, um, in regards to a patient we had on Saturday. I'm calling to verify is, um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is eligibility.
[AGENT][NEUTRAL] OK, I'm happy to check eligibility, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] It is, sorry, 20,450.
[CUSTOMER][NEUTRAL] 168
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, and 7.
[AGENT][POSITIVE] Thank you, let me just pull that up here.
[CUSTOMER][NEUTRAL] That part.
[AGENT][NEUTRAL] Let me just read this back 204-501-68.
[CUSTOMER][NEUTRAL] ML 7.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, that's not coming up as a valid policy number. Do you have their name? I can check by that.
[CUSTOMER][NEUTRAL] The name is [PII].
[AGENT][NEUTRAL] Is the last name [PII]?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the first name again, spell it?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] All right, and then what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. All right, so patient does have an active plan. Um, after the 2, there's no 0, it's just 245.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh it's 245. OK, so take off the 0 before, OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, so 2450168 ML 7.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the effective date on here is [PII]. We are the members' secondary insurance, so this would cover deductible, co-pay, co-insurance, primary does not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, is there a reference number?
[AGENT][NEUTRAL] Mhm. Absolutely. Reference of my name with today's date. My name again is [PII], that's [PII] Last initial is [PII] and then today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good rest of your day.
[CUSTOMER][POSITIVE] All right, thank you. Same to you, thanks. Bye.
[AGENT][NEUTRAL] Uh, OK.