AccountId: 011433970860
ContactId: 223258fb-dc0a-40ab-9ec2-b8cd0e81ad62
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230960 ms
Total Talk Time (AGENT): 117585 ms
Total Talk Time (CUSTOMER): 61620 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/223258fb-dc0a-40ab-9ec2-b8cd0e81ad62_20250508T17:20_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm just calling from Tampa Medical Group. I would like to see if I can get assistance confirming eligibility for insurance.
[AGENT][NEUTRAL] OK, I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], and you're just needing to verify eligibility, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and [PII], what is your callback number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] It's 021-99746 M as Mike.
[CUSTOMER][NEUTRAL] L as in uh number 8.
[AGENT][NEUTRAL] OK, thank you one moment while I get the member's information pulled up please, and any information that I do provide for you today, [PII] 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] First name is [PII], last name [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I'm sorry, give me the date of birth one more time please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show that she is a subscriber on the supplemental policy, Selena, and it is active effective [PII].
[AGENT][NEUTRAL] And if a claim is going to be filed with us for her, we will also have to have a copy of the primary insurance company's explanation of benefits along with the claim.
[AGENT][NEUTRAL] And once we've processed our claim here at APL we do have a portal in which you should be able to check our claim status.
[AGENT][NEUTRAL] And that website for our portal is located at [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] AM public uh huh, sure.
[CUSTOMER][NEUTRAL] Oh wait a minute.
[CUSTOMER][NEUTRAL] Secure, uh huh.
[AGENT][NEUTRAL] With a D on it. So yeah, make sure you put the D on it. [PII].
[AGENT][NEUTRAL] AM [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And again, it is secured [PII].
[CUSTOMER][NEUTRAL] And you have to registered to confirm eligibility through here?
[AGENT][NEUTRAL] As I, no, ma'am, I didn't say you could confirm eligibility. That's for checking claim status once the claim has been processed correct.
[CUSTOMER][NEUTRAL] Oh, that was just for claims?
[CUSTOMER][NEUTRAL] Oh, I see. Well, I can put this here because we, uh, for the first people that process that claims.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure. Yes, ma'am. And then again, I, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Can you remind me.
[CUSTOMER][NEUTRAL] Um, I was just wanted to, um, see if you can reinforce the expiration date of the insurance.
[AGENT][NEUTRAL] This policy is active.
[CUSTOMER][POSITIVE] OK great thank you.
[AGENT][POSITIVE] Oh, you're welcome. And again, is there anything else that I could help you with this afternoon?
[CUSTOMER][POSITIVE] No, that is all thank you.
[AGENT][POSITIVE] OK, well thank you for calling APO and I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Same with you.
[AGENT][POSITIVE] Yes ma'am, thank you very much bye bye.
[CUSTOMER][NEUTRAL] OK bye.