AccountId: 011433970860
ContactId: d8ad6cc7-5f23-4a55-b007-fc9eff1913a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191970 ms
Total Talk Time (AGENT): 66221 ms
Total Talk Time (CUSTOMER): 66885 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/d8ad6cc7-5f23-4a55-b007-fc9eff1913a9_20250430T14:11_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm just trying to see if you were able to verify a gap insurance for one of my patients, please.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] Yes, uh, it's gonna be [PII] from Homestead Hospital.
[AGENT][NEUTRAL] And can you spell your first name?
[CUSTOMER][NEUTRAL] It'll be [PII]
[AGENT][NEUTRAL] And do you have a phone number and in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Of course. It'll be [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, yes, uh, the policy number is gonna be 16, I'm sorry, 01611824 M as in Michael, L as in Larry, and the number 7.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[CUSTOMER][POSITIVE] Not a problem.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] It'll be [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII], and you are wanting benefits?
[CUSTOMER][NEUTRAL] Yes. Uh, it's, I believe it's the um
[CUSTOMER][NEUTRAL] The gap insurance that they provided us?
[AGENT][POSITIVE] Yes, ma'am, it is. I can help you with those benefits.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Is it outpatient, inpatient or doctor's office?
[CUSTOMER][NEUTRAL] Uh, hospital.
[AGENT][NEUTRAL] Outpatient?
[CUSTOMER][NEUTRAL] No, it's just the um emergency room.
[AGENT][NEUTRAL] OK, the effective date is [PII].
[AGENT][NEUTRAL] Any benefits given over the phones, not a guarantee of payment?
[AGENT][NEUTRAL] This policy does coordinate with the primary insurance?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Whatever the primary applies to their deductible co-pay or co-insurance only for outpatient we'll pay up to 1500 per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] All righty. And then, am I able to get um your name one more time? I'm sorry, and the reference code for this number?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date. It's [PII]
[CUSTOMER][NEUTRAL] [PII], or [PII].
[AGENT][NEUTRAL] [PII], uh-huh.
[CUSTOMER][POSITIVE] OK perfect thank you so much and that's gonna be it for today.
[AGENT][POSITIVE] Thank you, [PII] for calling IPO. You have a good day.
[CUSTOMER][NEUTRAL] All right you as well bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.