AccountId: 011433970860
ContactId: e1932083-bf6f-4655-b4e5-0bfa65d86872
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263600 ms
Total Talk Time (AGENT): 98646 ms
Total Talk Time (CUSTOMER): 98018 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/e1932083-bf6f-4655-b4e5-0bfa65d86872_20250206T14:23_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, good morning, [PII]. I call you from South Florida Diagnostic Imaging. I need to verify, um, eligibility and outpatient benefits for the gap insurance, please.
[AGENT][NEUTRAL] OK. May I ask who's calling?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm sorry. Can you spell it one more time?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII]. And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What was the 1st 3 numbers?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] What were the 1st 3 numbers?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Like.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] 02585169.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Uh, [PII], um 924 77.
[AGENT][NEUTRAL] OK, what's the date of birth again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's not the date of birth that we have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So do you have, um, I'm sorry. I'm sorry, [PII].
[AGENT][POSITIVE] Yes, ma'am. That is correct. Thank you, Ms. [PII], and you are needing benefits for outpatient?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, the effective date is.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment?
[AGENT][NEUTRAL] This policy coordinates with the primary insurance?
[AGENT][NEUTRAL] Whatever the primary applies to their deductible, co-pay or co-insurance will pay up to $2000.
[CUSTOMER][NEUTRAL] 3000
[AGENT][NEUTRAL] 2000.
[CUSTOMER][NEUTRAL] So do you see any uh 6, I'm sorry. Do you see any accumulation or not?
[AGENT][NEUTRAL] Hold on just a moment, I'll check for you.
[AGENT][NEUTRAL] No accumulation.
[CUSTOMER][NEUTRAL] OK. Any reference number?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] Can you spell for me your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, uh, what, what is the first letter? I'm sorry?
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] As in male.
[CUSTOMER][NEUTRAL] Ah, you, ah, OK I'm sorry, you it's a, but it's a, this is the name [PII]
[AGENT][NEUTRAL] You know,
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] As in male
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Got it. Uh, beautiful name. Um, the last initial is [PII]
[AGENT][NEUTRAL] Last initial is [PII].
[CUSTOMER][POSITIVE] Uh, and so handsome. OK, thank you, [PII]. I appreciate your help. OK, have a nice day. Bye-bye.
[AGENT][POSITIVE] Thank, thank you for you for calling APLU as well.
[CUSTOMER][NEUTRAL] Bye bye.