AccountId: 011433970860
ContactId: d7fccce0-7bec-4eeb-bb15-f2f645734e5c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119419 ms
Total Talk Time (AGENT): 52901 ms
Total Talk Time (CUSTOMER): 50142 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/d7fccce0-7bec-4eeb-bb15-f2f645734e5c_20250418T13:36_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good morning. My name is [PII] calling from Back the Hospital Miami. I need to share the status on, um, to see if this policy is active or secondary to Medicare, please.
[AGENT][NEUTRAL] OK, well, I can definitely assist you with the eligibility and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] And patient ID number is [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] I thank you. Happy Friday and happy [PII].
[AGENT][POSITIVE] Happy Good Friday to you too. [PII]. Um, can you verify the member's first and last name and date of birth for me?
[CUSTOMER][NEUTRAL] Yeah, yeah, [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] Um, but we are not second to Medicare. Our policies are not in affiliation with Medicare. This is a secondary policy though.
[CUSTOMER][NEUTRAL] You're secondary to [PII].
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh, OK. Do we need to get any type of authorization?
[AGENT][NEUTRAL] No, no authorization or pre-certs required for our policies.
[CUSTOMER][POSITIVE] Oh, OK, perfect. Thank you. And what is the your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you. Have a great weekend.
[AGENT][POSITIVE] Thank you [PII]. Was there anything else I can help with?
[CUSTOMER][POSITIVE] No, that's it. Thank you. I appreciate it. Bye-bye.
[AGENT][POSITIVE] Alright, thanks for calling APL. Have a good day bye bye.
[CUSTOMER][NEUTRAL] you know.