AccountId: 011433970860
ContactId: ee07189d-4c64-47c7-a42a-cb6a9c72405b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200869 ms
Total Talk Time (AGENT): 76329 ms
Total Talk Time (CUSTOMER): 66081 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/ee07189d-4c64-47c7-a42a-cb6a9c72405b_20250325T15:23_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] Good morning, [PII]. I'm calling from Baptist Hospital Miami, and I was wondering if you can assist me uh to verify if the patient is active with you?
[AGENT][POSITIVE] OK, I can definitely help you with the eligibility and may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, of course. My name is [PII] And my phone number is [PII].
[AGENT][NEUTRAL] Thank you. May I have the member's policy number?
[CUSTOMER][NEUTRAL] It is 01659400 letter M for Mary, L for Larry.
[CUSTOMER][NEUTRAL] Number 8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh yes, I'm showing [PII], and date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing that the policy is active. It's been effective since [PII].
[CUSTOMER][POSITIVE] Of [PII]. Perfect. May I ask um what coverage they have, uh, how much they have also?
[AGENT][NEUTRAL] Sure, hold on one moment.
[AGENT][NEUTRAL] So this is, you're welcome. So this is the secondary insurance, we pay towards the copay, deductible and co-insurance after primary. Um, the calendar year maximum of $7900 per insured. Did you want me to see if any has been used for this year?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, please. Thank you.
[AGENT][NEUTRAL] You're welcome, hold on one moment.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I believe it was 79. Hold on one moment.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] So she's used $7840 for 2025. She has $60 left for the year.
[CUSTOMER][NEUTRAL] So, I'm sorry, how much is it again? 7000?
[AGENT][NEUTRAL] Uh, so the total for the year is 7900. She's used 7840.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] 840. 0, OK. Perfect. All right. Thank you so very much for everything and I really appreciate it.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that was it. Thank you so much. You have a nice day, OK?
[AGENT][POSITIVE] You're welcome. You also, and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah, bye-bye.