AccountId: 011433970860
ContactId: ebde83cf-7fd6-4657-93e1-04e23de1e18a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 558950 ms
Total Talk Time (AGENT): 176601 ms
Total Talk Time (CUSTOMER): 224173 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/ebde83cf-7fd6-4657-93e1-04e23de1e18a_20250312T20:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, good afternoon. This is [PII]. I'm calling from Miami Dade Ambulance Services. How are you?
[AGENT][POSITIVE] I'm doing well, [PII]. How are you doing today?
[CUSTOMER][POSITIVE] Pretty good, thanks for asking. I'm sorry, what's your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Thank you, [PII]. My name is [PII]. I'm calling from Miami-Dade Ambulance Services. Um, the reason for my call is because I would like to verify if a member eligibility with this insurance plan. Can you help me with this?
[AGENT][NEUTRAL] Uh, yes, uh, [PII], I can help you with eligibility of a patient. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Of course, it is [PII].
[AGENT][NEUTRAL] Thank you and what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK. Patient's name is going to be [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[CUSTOMER][NEUTRAL] Um, you're ready for the ID?
[AGENT][POSITIVE] I am thank you.
[CUSTOMER][NEUTRAL] OK. Um, it's going to be 010669.
[CUSTOMER][NEUTRAL] 13.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Um, I also have a group number.
[CUSTOMER][NEUTRAL] Do you need that information?
[AGENT][NEUTRAL] No sir, I, I just need the policy number and they'll give me everything that we need to be able to get the eligibility for you.
[CUSTOMER][POSITIVE] OK, that's perfect.
[AGENT][NEUTRAL] OK, and let's see, we're looking for [PII].
[AGENT][NEUTRAL] OK, [PII] does have an active policy. Her effective date is [PII].
[CUSTOMER][NEUTRAL] I'm sorry, sorry, I couldn't hear you because you're breaking up. So you say the effective date was um [PII], what year?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I'm so sorry I couldn't hear you breaking up. Could you repeat it once again?
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][POSITIVE] OK, [PII], I got it. Thank you so much. Is she still enrolled with this insurance plan?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] The policy is still active.
[CUSTOMER][NEUTRAL] OK, I would like to make sure that um I would like to make sure if she's she's still enrolled on data service on [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] The the policy is still active.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, and the insurance plan is American Public Life?
[AGENT][NEUTRAL] That's the company.
[AGENT][NEUTRAL] Yes ma'am, sir.
[CUSTOMER][NEUTRAL] OK, and may I know the.
[CUSTOMER][NEUTRAL] The specific insurance plan that she has with with this company?
[AGENT][NEUTRAL] It's called [PII] M [PII]
[CUSTOMER][POSITIVE] Could you repeat it once again? I'm so sorry.
[AGENT][NEUTRAL] It's [PII] that's.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII], OK, I got it thank you. Can you provide me the.
[AGENT][POSITIVE] You're welcome
[CUSTOMER][NEUTRAL] Yeah, the mailing PO box.
[AGENT][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] That's in [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII], yes, [PII], [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Thank you. By the other hand, I would like to know if this insurance covers ambulance services.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, let me look and see.
[AGENT][NEUTRAL] I will need to pull up the policy.
[CUSTOMER][NEUTRAL] This is, is this the primary insurance for her?
[AGENT][NEUTRAL] No. No.
[AGENT][NEUTRAL] This is the secondary insurance.
[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] And it helps with deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] Do you know which is the primary insurance for her?
[AGENT][NEUTRAL] No, I don't have that information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's look and see.
[CUSTOMER][NEUTRAL] I do understand.
[AGENT][NEUTRAL] while my computer pulls in the.
[AGENT][NEUTRAL] The certificate so I can read it.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, this policy covers for an ER.
[AGENT][NEUTRAL] Care center MRI imaging center or an ambulatory center?
[CUSTOMER][NEUTRAL] I do apologize, but I couldn't hear your, the, um, you're breaking up. What did you say at the end?
[AGENT][NEUTRAL] I apologize.
[AGENT][NEUTRAL] Uh, ER urgent care center, MRI imaging center, or an ambulatory center?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, but OK, so we need an ambulance services for her. So this insurance, um, is going to cover that services.
[AGENT][NEUTRAL] Is the ambulatory, the ambulatory center, uh, a free-standing facility from the hospital?
[CUSTOMER][NEUTRAL] No, we left her at the hos the hospital.
[CUSTOMER][NEUTRAL] I'm not sure if.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, so this is medical insurance.
[AGENT][NEUTRAL] That's billed secondary to the primary.
[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] And it helps with deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's based on what the EOB from the primary insurance pays.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I understand. Sorry, thank you so much for your time. um, may I know your last name initial?
[AGENT][NEUTRAL] Yes, it's A
[CUSTOMER][NEUTRAL] Thank you. And can you provide me a call reference number?
[AGENT][NEUTRAL] Yes, you can use my name and today's date.
[CUSTOMER][POSITIVE] Oh, that's perfect. Thank you so much sorry have a beautiful day. Take care.
[AGENT][NEUTRAL] You too, [PII]. There's nothing else I can help you with before we go.
[CUSTOMER][POSITIVE] No, that'd be all, thank you.
[AGENT][POSITIVE] Alright well you have a wonderful day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you likewise.
[AGENT][NEUTRAL] All right. Bye-bye, sir.