AccountId: 011433970860
ContactId: deff7b08-99c0-4405-9863-23ef5e3f4cd1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203149 ms
Total Talk Time (AGENT): 68760 ms
Total Talk Time (CUSTOMER): 90168 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/deff7b08-99c0-4405-9863-23ef5e3f4cd1_20250514T16:28_UTC.wav
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[AGENT][POSITIVE] Good afternoon or good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII] and I'm calling from University of Miami Health System to verify the patients eligibility.
[AGENT][NEUTRAL] OK. I can verify eligibility for you, Ms. [PII]. And what is the policy number, please?
[CUSTOMER][NEUTRAL] Yes, give me just one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, I have the patient's card. She, uh, on the card says the group number and it also says outpatient benefit cert number. That's the number that you need?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. 0258.
[CUSTOMER][NEUTRAL] 362 2
[CUSTOMER][NEUTRAL] M as in mom.
[CUSTOMER][NEUTRAL] L as in Lauren.
[CUSTOMER][NEUTRAL] 8
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And I'm showing her effective date is [PII] and she is active on the policy.
[CUSTOMER][NEUTRAL] OK, perfect. So this is her supplemental insurance, correct?
[AGENT][NEUTRAL] Correct, this is a secondary supplemental policy she has with our company.
[CUSTOMER][NEUTRAL] OK, so for whatever procedure she has and her primary coverage doesn't and will not cover.
[AGENT][NEUTRAL] Well, we only pick up.
[CUSTOMER][NEUTRAL] She will be covered by the
[AGENT][NEUTRAL] We only pick up what primary applies towards her deductible co-pay or co-insurance.
[AGENT][POSITIVE] Up to her max benefit.
[CUSTOMER][NEUTRAL] Could you repeat that again, please?
[AGENT][NEUTRAL] Uh, yes, we only pick up what the primary insurance applies towards her deductible, co-pay, and or co-insurance up to her max benefit.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Could you please um let me know your name and the reference number for this call?
[AGENT][NEUTRAL] My name is [PII], and as far as reference, you may use my name in today's date if you like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that's perfect. So [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] OK, thank
[CUSTOMER][POSITIVE] No, that will be all. Thank you so much for your help today.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] You're welcome thanks for calling APL bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] I