AccountId: 011433970860
ContactId: fa9db7dd-84f9-41a7-95b3-6cb6f055d46b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177229 ms
Total Talk Time (AGENT): 100687 ms
Total Talk Time (CUSTOMER): 80882 ms
Interruptions: 3
Overall Sentiment: AGENT=2.1, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/fa9db7dd-84f9-41a7-95b3-6cb6f055d46b_20250314T13:26_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi. So, my name is [PII]. I'm calling from Saint Lucie Medical Center.
[CUSTOMER][NEUTRAL] Um, I would like to verify eligibility for one of our patients.
[AGENT][POSITIVE] OK, sure, I can assist you with eligibility. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK, thank you. And let me have the correct spelling of your name.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] And what, what, how do you spell yours?
[AGENT][NEUTRAL] Oh, right. [PII]. Yeah, last initial [PII]
[CUSTOMER][POSITIVE] Oh, so you are so good.
[CUSTOMER][POSITIVE] Thank you. Mine is them as well.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Oh, OK. Alright. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] 251-319-97
[AGENT][NEUTRAL] All right. Thank you. And may I have the name and date of birth of the patient, Miss [PII]?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Perfect. Thank you. All right, so we have an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, um, active secondary to.
[CUSTOMER][POSITIVE] Major medical which is AMed.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Awesome, I appreciate you. May I have a reference to our call?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date.
[CUSTOMER][POSITIVE] OK. Um, thanks once again. No, thank you. You take care.
[AGENT][NEUTRAL] OK. Is there anything else?
[AGENT][POSITIVE] You're welcome. You too, [PII], and yeah, go ahead, yeah, go ahead.
[CUSTOMER][NEUTRAL] OK. 00, something else, yeah.
[CUSTOMER][NEUTRAL] Is there any deductible or out of pocket involved here?
[AGENT][NEUTRAL] Um, let's see, let me check with us, um.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, what type of service is being rendered?
[CUSTOMER][NEUTRAL] He's coming in for an ultrasound.
[AGENT][NEUTRAL] I'll just have office setting.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, no, there's no deductibles, co-payment or co-insurance with us. This one pays like a flat amount per day, and this is not a guarantee of payment, just a verification of coverage and it looks like it's $500 per day, OK?
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Awesome all right thanks again you take care, OK?
[AGENT][POSITIVE] You're welcome. You as well, Ms. [PII]. Thank you for calling APL. Good weekend. Bye-bye. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right take care bye bye.