AccountId: 011433970860
ContactId: 11b773a0-608a-4eb1-ac7d-6f6ea3fd9f78
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241020 ms
Total Talk Time (AGENT): 110434 ms
Total Talk Time (CUSTOMER): 59415 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/11b773a0-608a-4eb1-ac7d-6f6ea3fd9f78_20250217T14:05_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, good morning. My name is [PII]. I'm calling from Memorial Hospital Miramar. I was hoping you'd be able to help me verify eligibility for a patient if possible.
[AGENT][NEUTRAL] OK, [PII], you're only needing eligibility. You do not need benefit information, is that as well, just eligibility, yes ma'am, I can certainly help you with that. And [PII], what is a good call back number for you please?
[CUSTOMER][POSITIVE] Yeah, that's, that is correct.
[CUSTOMER][NEUTRAL] That's gonna be [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] I have 142-22777.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just one moment please, [PII].
[CUSTOMER][POSITIVE] No problem.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And or any information that I do provide will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so I do show that he is a subscriber on this supplemental policy and it is active, [PII], with an effective date of [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And if you all will be filing a claim with APL for him because it is a supplement to his primary, we will also have to receive a copy of the primary insurance company's explanation of benefits as well for review.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once we have processed our claim, we do have a portal that you should be able to check claim status and also have access to our EOB and our website for our portal is secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, perfect. Um, I just have a few other questions about his policy. Is there a group number or name?
[AGENT][NEUTRAL] The group number is 17,750.
[AGENT][NEUTRAL] The group name is ECU worldwide.
[CUSTOMER][NEUTRAL] OK, and then is, um, do you have an alternate name for him? We have [PII]. Do you have just the first and last name or middle initial?
[AGENT][NEUTRAL] Middle initial [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. Lastly, um, can I just get your last initial?
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] [PII] and my name along with today's date, [PII] will be your call reference number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Perfect. Thank you so much for your help. I hope you have a great day.
[AGENT][POSITIVE] Well, I hope you do too, and thank you again for calling APL.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][NEUTRAL] Bye-bye.