AccountId: 011433970860
ContactId: f03439c2-39a8-4d65-b7b0-614f4fe7a002
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135800 ms
Total Talk Time (AGENT): 41707 ms
Total Talk Time (CUSTOMER): 49937 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/f03439c2-39a8-4d65-b7b0-614f4fe7a002_20250618T15:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'm calling you from Miami Sheer Group. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] Everything's good, thanks for asking. I'm calling you because I would like to check eligibility and benefits for one of your patients.
[AGENT][POSITIVE] Sure, I can help with eligibility and benefits. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] And policy number is 026400887.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] And can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Uh, yes, patient name is [PII], and her date of birth is one second [PII].
[AGENT][POSITIVE] Thank you so much for verifying that with me.
[AGENT][NEUTRAL] It looks like this policy is active with an effective date of [PII].
[AGENT][NEUTRAL] This is her secondary gap policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then can you tell me if we are in the network with the patients plan?
[AGENT][NEUTRAL] So for her it would be based on her primary but we don't uh have in or out of network we just have uh set amounts.
[AGENT][NEUTRAL] This policy helps with co-pay, co-insurance, and co-deductible.
[CUSTOMER][POSITIVE] Oh, it's a co-payment insurance. OK, no, don't worry, I will let the patient know then. Thank you so much, OK.
[AGENT][NEUTRAL] OK, is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that'll be all. Take care.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] I think.
[CUSTOMER][POSITIVE] Thank you bye.