AccountId: 011433970860
ContactId: fc85737a-7603-4f0b-a54d-d44019f0a778
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120000 ms
Total Talk Time (AGENT): 54108 ms
Total Talk Time (CUSTOMER): 55843 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/fc85737a-7603-4f0b-a54d-d44019f0a778_20250304T16:27_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] Hi [PII], my name is [PII]. I'm calling from Orlando Health Arnold Palmer Hospital. I would like to verify uh eligibility and benefits for a patient.
[AGENT][POSITIVE] OK, well, I can definitely help you with the eligibility and benefits. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Uh yes, my phone number is [PII], no extension.
[CUSTOMER][NEUTRAL] And the policy number is 01417753ML8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active. It's been effective since [PII] I'm sorry, [PII]. And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Um, first I'd like to know if we are in network and then um he's coming in to see a specialist, so there's a co-pay for a specialist or um a deductible or out of pocket.
[AGENT][NEUTRAL] Alright, so this is a secondary insurance. So we pay towards the copay, deductible and co-insurance of coverage charges after Florida Blue. Um, there is no um co-pay or deductible for our policy, but if primary applies, it will help, we help pay for that.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][POSITIVE] OK, that's what I needed to know, but it is active, so appreciate that. All right, [PII], thank you, you have a good day.
[AGENT][POSITIVE] Yes ma'am. You're welcome.
[AGENT][POSITIVE] You're welcome. Well, you also, and thanks for calling APL. I hope you have a great week.
[CUSTOMER][POSITIVE] Thanks you too bye.
[AGENT][NEUTRAL] Bye bye.