AccountId: 011433970860
ContactId: f3441c27-bf85-4298-812e-11b6d1c83568
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193619 ms
Total Talk Time (AGENT): 94809 ms
Total Talk Time (CUSTOMER): 76103 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/f3441c27-bf85-4298-812e-11b6d1c83568_20250409T16:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was calling because I needed to um check on the um eligibility and benefits for a patient please.
[AGENT][NEUTRAL] OK, I can help you with eligibility and benefits. May I please get your name and your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes, um my name is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm calling from Miami Eye Institute.
[CUSTOMER][NEUTRAL] And that's the office of Doctor [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then Ms. [PII], what is your callback number just in case our call is dropped? I can call you right back.
[CUSTOMER][NEUTRAL] Oh sorry, yes, that's.
[CUSTOMER][NEUTRAL] Mhm, the callback number would be [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then may I have the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, the patient's name would be [PII]. Date of birth is [PII], and then the policy number that I have for them would be 02450378.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and his effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this is just to verify his benefits. It's not a guarantee of payment. He has a supplemental policy that is billed secondary to the primary. This policy helps with deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] He has an inpatient benefit amount of 2000.
[AGENT][NEUTRAL] Ours
[AGENT][NEUTRAL] And then he also has an outpatient benefit amount.
[CUSTOMER][NEUTRAL] Uh, give, give me, give me 11 quick second, sorry, give me one quick second, sorry, sorry.
[AGENT][NEUTRAL] Yes. Yes, ma'am. Go ahead.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] I'm so sorry about that. You said he has um a deductible of how much?
[AGENT][NEUTRAL] This is
[AGENT][NEUTRAL] No, he has an inpatient benefit amount of $2500 and then he also has an outpatient benefit amount of $2500 to go towards deductible co-pay or co-insurance.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm OK.
[CUSTOMER][POSITIVE] All right perfect I think I got everything that I needed um is there a call reference number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect. OK, thank you so much, [PII], I appreciate your time.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a beautiful day and thanks for calling APL.
[CUSTOMER][POSITIVE] Likewise thank you so much bye.
[AGENT][NEUTRAL] Bye bye.