AccountId: 011433970860
ContactId: 18efa9be-8763-4a9a-b53f-8ca2d60cd4dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254179 ms
Total Talk Time (AGENT): 131540 ms
Total Talk Time (CUSTOMER): 93933 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/18efa9be-8763-4a9a-b53f-8ca2d60cd4dd_20250305T19:23_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good afternoon. My name is [PII] and I'm calling from Joe DiMaggio Children's Hospital just to check uh eligibility for a patient.
[AGENT][NEUTRAL] OK, you're only needing eligibility information, is that correct?
[CUSTOMER][NEUTRAL] Yeah, I just need to know the effective date and, you know, just some basic information if you can please help me with that, that would be appreciated.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. Could you please spell your name for me?
[CUSTOMER][NEUTRAL] Sure. It's [PII], last initial [PII].
[AGENT][NEUTRAL] OK, send you the thank you and your callback number please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please [PII].
[CUSTOMER][NEUTRAL] I have 02478781, M as in Mary, L as in Lima, 802.
[AGENT][NEUTRAL] OK, thank you, one moment please.
[AGENT][NEUTRAL] And any information and [PII] that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth [PII].
[AGENT][POSITIVE] OK thank you.
[AGENT][NEUTRAL] Um, one moment please.
[AGENT][NEUTRAL] And again, any information that I provide for you since you it would be a verification of benefits and not a guarantee of payment. I do show that he is a dependent.
[AGENT][NEUTRAL] On this policy and this this supplemental policy is active. The effective date on this plan is [PII].
[CUSTOMER][NEUTRAL] OK, great. And uh may I ask how you have his name on your system? I have his name here just as [PII] without any middle initial.
[AGENT][POSITIVE] That is correct. That is also how we have that.
[CUSTOMER][NEUTRAL] You don't have the [PII] in between, right? And anything different?
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK. Any group number or group name?
[AGENT][NEUTRAL] The group number is 23143.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The group name is Nova Southeastern University.
[CUSTOMER][POSITIVE] Perfect. Lovely. All right. Wonderful. Uh-huh.
[AGENT][NEUTRAL] And because this is, yes, ma'am, and just a couple more pieces of information for you, [PII], because this is a supplemental policy to their primary insurance. When a if a claim is to submitted to APO for review, we will also have to have a copy of the primary insurance company's explanation of benefits as well.
[CUSTOMER][NEUTRAL] Understood. OK.
[AGENT][NEUTRAL] And then once we have processed our claim, we do have a portal in which you should be able to check our claim status and have access to our explanation of benefits and our portal website is [PII].
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Perfect. Um.
[CUSTOMER][NEUTRAL] Yes. Would you kindly repeat your first name, last initial, and give me a call reference number, please?
[AGENT][NEUTRAL] Yes, ma'am. My name and today's date will be your call reference number. Again, my name is [PII] name [PII]
[CUSTOMER][POSITIVE] As in [PII]. OK, perfect.
[AGENT][POSITIVE] Correct, yes ma'am.
[CUSTOMER][POSITIVE] OK, lovely. Thank you very much. I appreciate your help and you have a lovely rest of the day. Thanks a lot.
[AGENT][POSITIVE] OK. Well, for you, yes, ma'am. Oh, you're very welcome. And thank you again for calling APL. I hope you have a great afternoon as well.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.